Position: Service Manager (Customer Service / Account Management / Client Retention / Customer Relations/Public Relations)

Job Responsibilities:

  • Assist customers and account teams with the definition and planning of strategies that will enable
  • Build proper communication channel with high level customer and Sales/MKT/IT at Senior/Director Level
  • Deep diving into customer insight and have the comprehensive view regarding the current process
  • Understand customer Strategy/Organization/Process /Business requirement and provide appropriate advisory or referral in follow up.
  • Assist customer setup the business Vision, create the demand, and identify innovative opportunities to improve business practices in support of key organizational strategies
  • Build customer loyalty through effectively meeting client needs as well as building productive client relationships
  • Create and maintain positive relationships with existing clients that result in new business leads and maximize opportunities for expansions and renewals to enhance revenue stream
  • Drive improvements where possible to improve response times, efficiency and customer presentation.
  • Work closely with the sales team to understand the demands of the business and likely future trends. Make pricing suggestions based on market feedback if necessary.
  • Liaise directly with customers to understand their requirements and present options and participate directly in the sales process where appropriate
  • Handle ad hoc customer complaints and provide best strategy for conflict resolution/negotiation.

Job Requirements:

  • Bachelor degree above preferably with International exposure or related business management discipline.
  • Minimum 5+ years’ work experience from a reputable organization, carrier or business consulting firms
  • Solid experience on client facing, customer service & satisfaction, loyalty & retention and premium account management.
  • Familiar with internal operations and external service planning skills are preferred
  • Result oriented, persistent, customer-orientated and able to communicate with senior level management
  • Independent character, works well in team environment; supervisory level is recommend.
  • Excellent in spoken and written English, additional language is suggested
  • Less experience candidate may consider as Assistant Manager or Senior Executive position

Interested parties may submit application with detailed resume to careers@encorepro.com