Client Account Representative

3 weeks ago

Remote, Malaysia Recruit Excella Full time

Responsibilities:

- The key responsibilities of the Client Account Representative encompass a wide range of tasks and duties focused on delivering exceptional customer service, maintaining strong relationships with clients and leads, and ensuring smooth operations. Here are the key responsibilities of this role:

- Customer Relationship Management and Engagement: Engage with existing customers or potential leads in a customer-centric manner. Provide personalized attention and information to nurture the relationship and build a strong foundation for potential future ascension into our programs or products.
- Customer Satisfaction: Focus on delivering a seamless and enjoyable experience to customers, ensuring their interactions via various platforms such as Gmail, Facebook, Telegram and WhatsApp with the company are positive and rewarding. Strive to exceed client expectations and achieve high levels of customer satisfaction.
- Account Management: Manage the account by understanding the specific needs, preferences, and goals. Communicate regularly and tightly cross department (marketing, fulfillment and trainer departments) to provide updates, address concerns, and offer solutions to enhance the delivery of the account experience.
- Joint Venture Client Relationship Management: Build and maintain strong relationships with existing clients in joint venture partnerships. Serve as the primary point of contact for clients, ensuring their needs are understood, addressed, and exceeded. Foster a sense of trust and loyalty with clients, acting as their advocate within the company.
- Project Coordination & Events Planning: Oversee various projects and initiatives related to the account and lead engagement. Create and update checklists, processes, and systems to ensure efficient project execution and operational workflow. Excellent planning capabilities and manpower allocation across different projects and conducting of clear, concise briefing to all stakeholders involved in projects assigned so that event runs smoothly.
- Team Collaboration: Collaborate with the Fulfillment Department, Marketing Department, Junior Client Account Representatives, Sales teams, and other departments as needed to delegate tasks, coordinate efforts, and ensure effective project execution.
- Problem Resolution: Handle complex customer grievances and find effective solutions to maintain strong and professional relationships with customers.
- Data Management: Maintain accurate and organized records of client interactions, project details, and other relevant information.
- Reporting: Provide regular reports on project progress, customer feedback, client feedback, and overall account management to relevant stakeholders and management.
- Training and Mentoring: Train and mentor Junior Client Account Representatives to ensure consistent and high-quality service delivery across all channels.
- Continuous Improvement: Continuously seek opportunities for process improvements and enhanced customer experiences. Proactively identify areas for growth and development within the role and the company.

**Requirements**:

- Interpersonal Skills: Exceptional interpersonal skills and communication abilities to effectively engage and build strong relationships with clients and customers. Exceptional command of English both written and spoken as clientele is international.
- Proactive Mindset: Demonstrate proactive and solution-oriented mindset, with the ability to anticipate client needs and prepare to deliver exceptional service.
- Industry Experience: Proven track record of success in a relationship management role or a project management/coordinator role. Successfully implemented or used customer service platforms or support ticket management CRMs such as Zendesk, Freshdesk, Intercom, etc. Familia with customer experience and service procedures. Preferably, several years of experience in these areas and showcasing the ability to handle complex projects, coordinate teams, and deliver outstanding results.
- Education: Degree in Mass Communication, Marketing, Hospitality (MICE) or equivalent.
- Technical Skill Set: Great with G Suite: Gmail, Google Documents, Google Drive, etc.

Pay: RM2,800.00 - RM5,000.00 per month

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

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