Job Description
Key Responsibilities:
Website order process.
Regularly interacting with clients through telephone calls, email communication for abandoned, undelivered and cancelled order.
Maintaining an accurate record of all existing and potential clients.
Responding to client inquiries in a timely and professional manner
Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issue.
Client Relationship Management: Build and maintain strong relationships with assigned clients, acting as their primary point of contact. Understand client needs, goals, and expectations, and ensure proactive communication and engagement to meet and exceed client satisfaction.
Client Support and Issue Resolution: Address client inquiries, concerns, and requests in a timely and professional manner. Collaborate with internal teams to provide prompt and effective solutions, escalating issues as necessary and ensuring client satisfaction.
Client On boarding and Training: Facilitate the smooth on boarding process for new clients, ensuring they have a clear understanding of our products/services, processes, and capabilities. Provide training and support to clients to maximize their utilization and satisfaction.
Account Management: Collaborate with the sales team to identify upselling and cross-selling opportunities within assigned client accounts. Develop account plans, strategies, and initiatives to drive client retention, revenue growth, and long-term partnerships.
Client Communication and Reporting: Regularly communicate with clients to provide updates, share relevant information, and gather feedback. Prepare and present client reports, highlighting key metrics, performance indicators, and progress towards goals.
Collaboration with Cross-functional Teams: Work closely with internal teams, including sales, marketing, operations, and product development, to ensure alignment and effective execution of client strategies and initiatives. Advocate for client needs and provide input to improve our products/services based on client feedback.
Client Satisfaction Measurement: Conduct client satisfaction surveys and gather feedback to assess client satisfaction levels and identify areas for improvement. Implement action plans to address any gaps and enhance overall client experience.
Market and Competitor Analysis: Stay updated with industry trends, market dynamics, and competitor activities. Conduct regular market and competitor analysis to identify opportunities and provide insights for enhancing client services and offerings.
