Roles and Responsibilities:

Maintain a Companywide Customer Focus: 

·    Work with all departments to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.

·    Guide and lead team members to deliver services that meet or exceed the customer requirements.

·    Assist sales team in business acquisitions, planning, and retention.

·    Manage client relationships to build a reputation for excellent service and generate repeat business.

·    Assist in Company’s brand visibility and CSR campaign.

Manage Company’s Customer Retention Management (CRM) Programme:

·    As part of Company’s CRM Programme, communicate with clients on regular basis to follow up on our services, and carry out analysis of customer feedback.

·    Through CRM, find out clients who face problems with our service and immediately liaise with Support department to resolve the problems.

·    Regularly liaise with Support department to get information on clients facing chronic problems with our service and assure them of better service.

·    Follow up on every problem reported by customers to ensure complete satisfaction and maximum utilization of the service provided to clients is obtained.

·    Build and maintain excellent customer relationship and retainership with clients.

Reduce Clients Churn

·    Identify clients who have stopped service. Find out factors that have caused clients to leave and make efforts to get them back and reduce churn.

·    Ensure all existing clients have Service Contracts.

·    Ensure regular follow up for renewal of accounts of customers

·    Maintain complete and accurate customer data.