Customer Service/account Manager

**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