Responsibilities
: Support the team to drive excellent service for Regional and Global customers who have been nominated regionally in terms of complaint and claim management, problem solving and other contractually agreed services communicated by the relevant Sales Management team in order to develop a continuing business partnership Where possible and necessary - Visit key Account Customers to listen to customers’ needs and obtain first-hand assessment on the company’s service delivery performance to enhance the customer relationship Collaborate to respond to potential service incidents to activate contingency plans to meet the transit time promise to our customers. Provide regular customer performance reports and analysis. Identify, implement and drive Improvement Initiatives using the company tools and systems. Manage and lead customer projects. Ensure that quality is demonstrated in every customer interaction. Support and develop insights for industries. Drive pro-active solutions for customers. Collaborate with the QCC and other functions to drive operational efficiencies and proactive service recovery for key regional customers. Work with the Commercial department to drive campaigns to gain, retain and grow the business Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event company is unable to meet the service requirements. Support MNC to promote the concept of RKAD and the service enhancement it delivers to the customer. Ensure all traces handled are in line with Quality File Standards. Ensure that all incoming trace requests are acknowledged within the four-hour time frame set out in Global Procedures and ensure all traces are kept up to date until closure. Ensure that call-backs are monitored and achieved as per global/local targets. To ensure that customer/networks are regularly informed on the progress of the investigation in order to manage customer/network expectations. Drive a high performance service culture within the Key Accounts Department. Plan, organise and direct an efficient and effective team of customer service professionals. Monitor individual performance
Skills: Attention to detail Organisation Customer focus Excellent communication skills (written, oral & presentation) Problem-solving abilities Negotiation skills
Qualifications: University degree in a business discipline 3-5 years managerial experience in customer service/service industry Functional leadership experience in managing a team Good operational knowledge GEMA, CSV, and QSMS knowledge Computer literate Own reliable transport Must have great CS Acumen
