Responsibilities


Be the first point of contact with key accounts / customers, communicating promptly and courteously with customers by telephone, email, letter and face to face.
Maintain all customer records with all projects per customer (active and inactive).
Maintain excellent customer service levels and satisfaction.
Provide help and advice to companys customers on various queries, clarifications and questions on companys projects.
Handle customer complaints, investigate and apply critical thinking and problem-solving skills to customer problems.
Report to Management of major customer complaints in a timely manner.
Prepare and maintain all project reports (project updates, reach targets, stock, etc) and report to customers accordingly.
Keep accurate records of discussions or correspondence with customers.
Overview and supervise project reports and projects execution, and report to customers accordingly.
Analyse reports, statistics or other data to provide feedback to customer on program improvements
Report to customers on a daily, weekly and monthly basis or as otherwise agreed with customers.
Prepare new proposals for customers as and when required.
Meet customers and follow-up on projects.
Perform face-to-face presentations on project updates.
Meet with other managers to discuss possible improvements to customer service.
Responsible for staff recruitment and appraisals (if necessary or linked to key projects).
Train execution teams across the Gulf to deliver a high standard of customer service.
Learn our organizations products or services and keeping up to date with changes.
Keeping ahead of developments in customer service by reading relevant journals, etc.
Assist with special projects for your key customers as and when assigned.
Perform other client service related tasks as and when required by the GM.
Available for travel for customer related visits to other countries as and when required.
Enhance organization reputation by accepting ownership for accomplishing new and different requests.
Monitoring P&L of product categories that are under your responsibility.
Monitoring market trends and handling the procedures of products improvements.
Setting goals (long and short term) with clients. Participating in Budgeting.
Supporting corporate image and public relations of the Company (if and when required).


KPIs related to performance:


Same-day response to client emails, in case emails need further time for analysis/further discussion client should be informed of date of closing of his request. 24 hours response to client emails for closing client pending and queries.
0 client complaints on overall performance.
0 situations of Out-Of-Stock.
100% achievement of reach goals.
100% achievement of other program goals (direct reach, exclusivity etc).
0 complaints related to proactivity and initiative
0 complaints from colleagues (internally).


Qualifications:


Previous experience as client servicing or account manager.
Good command of English language written and spoken
Good communication and MS office skills
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