Description:

Job Summary

Customer Account Manager is responsible for handling customer accounts. They foster the relationship between the company and the customer as well as handle any projects, accounts, or issues that might be relative to that client. These managers liaise frequently with the clientele to assure them of their importance and this helps to build the customers respect and trust in that business.

Duties and Responsibilities

• Utilize, review and update the customer database - invoice, contract and online database should match
• Ensure customer retention is number one priority
• Provide support and reassurance to customers
• Learn and understand customer business to help you serve them better
• Analyse customer data and information in order to improve customer satisfaction through constant service improvement, proactive contract reviews and upsells
• Increase the company profits through upselling and offering different services that company provides that are relevant to customer business
• Ensure timely billing and any billing problems are addressed quickly
• Ensure collection of customer payments are in line with our credit policy. All invoices are to be paid within 15days from invoice date
• Ensure customer contracts are updated and signed immediately after any service or price change
• Prepare and distribute relevant information from the company to customer timely and proactively
• Respond to client communications or queries and resolve any client issues
• Network with key customer contacts to enhance good business relationship

Job Outputs

• Meet and exceed monthly collection target regularly
• Regular customer visits and calls
• Maintaining valid contracts
• Produce daily and weekly reports on collection, customer visits, upsells, downgrades, activations and terminations
• Increasing revenue through upselling on existing customers
• Customer meeting minutes

Required Competencies

• Be able to communicate efficiently - verbally, in print and on the phone
• Be detail oriented
• Be able to Multitask and handle several client accounts
• Be able to manage time and projects effectively
• Be able to work along with teams
• Have knowledge and experience in using Microsoft Office Software
• Have efficient networking skills
• Have initiative, motivation and focus
• Have extensive knowledge of the company products and services
• Be professional

Minimum Requirements

• Must have experience in relevant customer handling jobs, sales or marketing
• At least 1 year working experience in a similar field
• Must be fluent in English and Swahili. French and Mandarin will be added advantage
• Must have University or College degree. Degree in Business Management or Accounting is an added advantage

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