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Customer Service/account Manager
2 weeks ago
**Reporting**:
Provide detailed weekly performance reports as outlined by your employer.
Provide details of all invoices to be generated and ensure that payment has been made before performing any duties.
**Duties**:
Customer Service.
To accept and handle client enquiries using the company's CRM and internal systems
Identify client's needs and/or problems through delivery of the company's relationship management strategy.
Book, confirm and maintain client appointments
Facilitate zoom meetings to identify and confirm client requests and ensure appropriate team engagement
Client feedback calls made two weeks after the close of a support ticket
Attend monthly client meetings in conjunction with the Philippines team and Virtual Assistant
Attend daily, weekly, fortnightly and monthly department meetings
Time Track all activities using Time Doctor software
Development online client nurture program
Develop, schedule, and execute Client Retention Activities
Ensure the client operation box is delivered and executed correctly
Communicating, maintaining, and developing client relationships
Seek out client testimonials (written & video)
Improve and maintain Google and Facebook Review rankings
Build relationships with key employees among clients
Schedule regular meetings with customers to ensure they are satisfied
Ensure both the company and clients adhere to contract terms
Study competition to find new ways to retain customers
Set sales and revenue targets and work diligently to meet them
Collaborate with internal teams (e.g. sales, technicians, senior management) to address customers' needs
Facilitate a smooth replacement Virtual Assistant transition process Sales.
Provide pre-sales support by responding in a consultative manner to client questions regarding products, pricing and solutions.
Prepare proposals across all product sets including feasibility and pricing. Deliver quotes to clients.
Maintain and work to increase profitability. Work to increase win rate by providing exceptional quality and feasible solutions.
To deliver relevant materials upon sales enquiry
To make follow up calls and communication to potential clients
Set up and manage prospective client database
Set up and maintain a client referral program
Maintain and Expand Client Relationships.
Assist the CEO in expanding and leveraging client relationships with focus on creating opportunities and developing incremental company profit through understanding of client objectives; consultation during the sales process; estimate follow-up by phone; participation in sales calls and meetings; understanding assuring client satisfaction.
Pre and Post Implementation Process:
Attend and engage in Pre and Post Implementation appointments
Manage and maintain new staff contact details and update companies CRM system
Manage client expectation during the implementation phase
Follow up client services calls for feedback during client onboarding
Calendar management.
Book appointments
Confirm appointments
Send group invites to training sessions
Send group invites to sales demonstrations
General calendar management
Electronic filing and storage.
Create, manage, and maintain company computer files on local and cloud facilities
Management of file sharing
Ensure appropriate use of company's cyber security protocols, including password management
Office management.
To manage and maintain professional standards and daily operations when the CEO is absent
Onsite appointments.
To arrange and confirm onsite appointments with clients including facilities for presentations and training
To produce relevant company materials for onsite appointments
To coordinate equipment required Travel.
To coordinate travel arrangements within budget with the CEO including but not limited to accommodation, flights, car hire etc, if required
To drive the CEO on occasion to onsite appointments, if required
To accompany the CEO on occasion to interstate or overseas locations, if required Events.
Delivering events on time, within budget, that exceed expectations.
Setting, communicating, and maintaining timelines and priorities on every project
Managing operational and administrative functions to ensure specific projects are
delivered efficiently
Providing leadership, motivation, direction, and support to our team
Traveling to onsite inspections and project managing events
Being responsible for all project budgets from start to finish.
Ensuring excellent customer service and quality delivery
Company documents.
Maintain company policies and procedures manual including position descriptions
Maintain client manuals, contacts, and confidential records
Other duties.
Key Performance Indicators:
Execute and manage support tickets within the timeframes outlined on a consistent
basis with a superior level of knowledge.
Ensure monthly newsletter is produced and sent
Client Survey engagement - increase results on completion, overall scores and
