Key Accounts Executive

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.