Key Accounts Executive

Q-Sourcing Servtec Group

• DUTIES & RESPONSIBILITIES:

• Respond to inquiries, requests, and complaints from clients and customers through multiple channels, including phone, email, physical, chat etc.

• Provide accurate and timely information, guidance, and assistance to resolve customer issues and concerns.

• Handle customer inquiries and requests regarding product information, pricing, orders, delivery, billing, and returns.

• Escalate complex or unresolved issues to appropriate teams or managers for further investigation and resolution.

• Ensure service to client(s) is offered as per the SLA and within the contracted pricing

• Maintain a positive and professional attitude in all customer interactions, ensuring a high level of customer satisfaction.

• Follow established procedures and protocols for handling customer inquiries, complaints, and feedback, resolving disputes as per B2B contract provisions,

• Keep accurate records of customer interactions, transactions, inquiries, and resolutions.

• Collaborate with internal teams, including sales, operations, and technical support, to address customer needs and ensure prompt resolution of issues.

• Negotiate with clients on new business opportunities,

• Proactively manage business and operational risks,

• Provide administrative support e.g requisitions, payrolls, recruitment, etc to ensure all project stakeholders are adequately facilitated to for timely and in full service delivery

• Stay updated on product knowledge, company policies, and industry developments to provide accurate and relevant information to client.

• Participate in training and professional development activities to enhance customer service skills and knowledge.

• Prepare timely and accurate project reports for clients and internal stakeholders

• Overall responsible for the financial performance of the account(s) handled

• KNOWLEDGE, SKILLS, AND EXPERIENCE:

• A Bachelor’s degree from a recognized university in customer/international relations, Engineering or business related course.

• At least 5 years’ experience is a similar or closely related role

• Proven experience in office administration, customer service, or related roles.

• Experience working in a medium to large production/processing/manufacturing company

• Working knowledge of EHS in the production/processing/manufacturing industry

• Strong people management skills.

• Excellent communication and interpersonal skills.

• Analytical, problem solver with a keen interest in numbers

• Proficiency in office software

• Strong organizational skills and attention to detail.

• Ability to multitask and prioritize workload effectively.

• Experience working in a human resource outsourcing setting is an added advantage

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