Customer Account Manager

2 weeks ago

Homebush, Australia Pivotal Personnel Pty Ltd Full time

Ongoing role
- Immediate Start wtih Competitive Hourly Rate
- Homebush Location

Our client is a global leader in the IT industry and is looking for an account coordinator to work along side the services team in the managing of major accounts.

The team is focused on making sure that the customer's expectations are met, establishes a process that is on par with the Service Level Agreement and to significantly improve the overall customer experience and loyalty.

**The Key functions and responsibilities would be**:

- Ensure work is completed to meet service level agreements (SLAs) which would include investigating and addressing internal delays, communicating and coordinating with authorised service partners, counterparts and other departments that are involved in the fulfilment of the service.
- Responsible for reporting to TAM’s, Team Lead and Manager any issues that are out of the norm or issues that needs immediate action. (i.e. system issues, spike of work volume, escalations from TAMs, account team, etc.)
- Responsible for accurately updating Key Account daily reports and sending this off timely to respective customers; Ensure SLA metric performance are accurately calculated, top drivers for SLA misses are analysed and action items are identified to address the drivers.
- Prevent customer call backs and escalations by proactively catching repeat calls and performing preventive and corrective control measures utilising service-related reports.
- Participate in weekly and/ or monthly conference calls with customer or the account team.
- Other minor tasks/projects assigned as required by Operations.

**Essential skills required**
- Working knowledge within the Service Delivery/Supply Chain/BPO
- Data & Trends Analysis
- Results Accountability

**Competencies required**
- Excellent oral and written communication
- Excellent interpersonal skills
- Keen to details
- Ability to handle confidential and sensitive data and information
- Pro-active and customer-focused
- Must be able to work individually and within a team
- Must be resilient and flexible to change

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