Key Accounts Customer Care

Job Description

Manage and oversee the relationship with all Group Secretaries of groups across the regions and maintain rapport.

• Analyse customer complaints, issues, trends and behavior across all groups across the regions to collect key information to aim in identifying possible complaints and resolutions and avoid complaints.

• Build a strong relationship with Operational units like membership, Back office and customer service, Reimbursement claims teams to deliver on agreed on service levels.

• Ensure excellent relationship and satisfaction of Group RM’s across the regions.

• Implement policies and procedures and projects and all communications required such as Kaizens and Continuous Improvements.

• Satisfy escalated customer issues by answering inquiries and resolving complaints.

• Proactively monitor, manage and implement the service plans and team performance for Key Accounts support ensuring All operational KPI’s are met.

• Manage the daily unit’s operations to ensure the highest level of efficiency and compliance with policies, procedures, and process

• Ensure the necessary resources and tools are available for quality customer service delivery by accurately forecasting workload

• Monitor daily operations and take required decisions to maintain and improve processes in line with Key Performance Indicators

• Prioritize and delegate work tasks to ensure effective unit operations

• Ensure and facilitate goal setting; manage and constantly review individual performance

• Provide regular feedback, coaching and development

• Motivate, empower and enable direct reports by providing the necessary tools and support required to achieve the organizational development objectives

Skills

• Strong background in customer service in telecommunication, insurance, hospitals, banks or FMCG.
• Able to multitask and work well under stress.
• Commercial skills in combination with service focused mindset.
• Strong trouble shooting, problem-solving and analytical skills.
• Excellent follow up skills.
• Excellent Communication and negotiation skills.