Summary:The role entails ensuring the highest level of customer service throughout the company, hence understanding and satisfying the company’s customers’ requirements. The job holder is a customer portfolio officer who focuses on customer retention strategies through management of customer database, prompt response to enquiries and resolution of customer complaints.Responsibilities:
Responsible for managing the customer database, responding to incoming emails and phone enquiries from customers.
Manage and follow up with customer payment
Initiate monthly newsletter/ project update
Prepare offer letter for prospective customers
Arrange for site visitation with customers
Prepare and Plan for all marketing events
Credit Control Personnel for customers
Customer Engagement – (e.g Open House, Send out Birthday and Wedding wishes as at when due)
Respond to all customer inquiries
Prepare customer statement and email to them every month
Responsible for customer documentation and KYC
Provide General Administrative support to all clients and the sales team
Ensure outstanding customer satisfaction by maintaining strong working relationships.
Handle client escalations throughout the implementation life cycle in a timely and accurate fashion
Schedule and conduct status meetings with appropriate development resources and customers e.g open house etc
Assist sales team in referral business acquisitions, retention and management.
Maintain complete and accurate customer correspondence data.
Develop and update client related reports in a timely manner.
Generate at least 1 referral business from each customer.
Negotiate and manage agreements through sales business contract process.
Required skills and qualification
Proven experience as a Client Relationship Manager
Knowledge of customer relationship management (CRM) practices
Experience in sales or customer service is preferred
Problem-solving attitude
Excellent communication skills
Aptitude for fostering positive relationships
Teamwork and leadership skills
Customer-oriented mindset
BSc/BA in Business Administration or similar field
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