Management Responsible for serving customers in the premium customer category. Coordinate and manage allocated accounts which entail customer visits, service requests, and resolution of issues/complaints including bill reminders and collections. Clarification of queries on a timely basis to satisfy and retain customers whilst providing exclusive service levels.

The Job

• Develop and foster good relationships with allocated customer accounts, to create trust and confidence in the client when handling requests, confidential information, and trust.
• Acknowledge and act on customer requests, complaints, and inquiries received through emails, letters, and faxes as per standard SLA and follow through until item closure.
• Ensure accuracy and stay updated in product knowledge and related information always to provide the best service.
• Submit to act responsibly whilst requesting and obtaining approvals from authorized personnel for any customer offerings/ sales deviations. Ensure all documentation is correctly filled; any required additional documentation is provided (copy of NIC, proof of billing)
• Understand and extend eligible promotions, divisional promotions, eligible discounts, and bundle offer schemes to customers to increase sales revenues.
• Monitor and carry out customer credit recoveries, follow-through set credit guidelines and processors to ensure customers' communication to avoid minimum inconvenience, and payments are received on a timely basis.
• Adhere to divisional service SLA, e.g., first contact resolution, email response, to ensure service levels are and follow up consistently and inform the customer as per process according to set time standards.
• If and when required assist and serve walk-in customers at the Premium Customer lounge, including on weekends.
• Maintain and build customer relationships through adhering to required visit schedules and other stated divisions e.g., prior departure of the division.
• Obtain feedback for all the courtesy visits from customers and should be submitted for divisional processing/ reference whilst following up all inquiries and complaints.
• Responsible for all activities carried out by assigned username and password within the Customer Relationship Management (CRM) system, ensure data with accurate information to minimize activities such as recording complaints and issuing unique code for referencing

The Person

• Completed GCE O/L and A/L
• Ideally completed a Diploma in Business Management/Administration/Marketing
• Degree or professional qualification will be an added advantage
• Excellent communication, leadership, and team-building skills.