Recruiter at Accion Labs
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Executive - Customer Service (3-6 yrs)
Role : Customer Service Executive
Job Description :
- Qualifications : Degree in Business Administration or any related fields
- 3 years of working experience in Customer Service or supporting customer related functions
- To provide end to end life cycle support to mega tenders participated
- Customer Engagement
- Up selling Service Offering
- Contract Management
- Project Reporting Management
- Communications and Broadcast Management
- Incident Report Packaging & Dissemination
- Quotation Management
- Customer Satisfaction Survey Program Management
- Tender participation and Response Management
Key Responsibilities :
- Foster a collaborative working relationships with all functional areas of the company as well as externally such as GovTech and government agencies
- Mapping out the procurement frameworks, customer services related framework in accordance with contractual obligations of awarded tenders and ensure adherence by all internal towers supporting the tenders
- Prepare quotations, BQ and RFQ on approved service offering to existing and potential customers based on the customers- awarded master contracts.
- Aptitude to ensure that all incident report disseminated within agreed SLA are correctly positioned, clear, accurate and concise.
- Drive and oversee the whole exercise and supervise the appointed vendor handling the Customer Satisfaction Surveys.
- Support and ensure timely submission of tender bids including coordination preparation of costing, compliance table, solution write-up, presentation materials etc
- Support Billing team during Project Financial Audits in gathering and providing documentary proofs.
- Work as a team player on ad hoc projects etc.
- Support Sales and Service Delivery teams in delivering Marketing campaigns. Example - agencies briefing
Key Performance Indicators :
- Flexibility and appropriate engagement with both internal and external customers to ensure effective and efficient resolutions of customer service related issues.
- Performance in managing and executing escalation processes and decision trees
- Accuracy of reports preparation and timeliness in submission to IDA
- Ability to continually builds people up, deals with difficult situations with incredible posture, and focuses on the positives
- Constantly searches for new ideas and ways to improve work efficiency
You can reach us on Singapore +65- 66520076 & India - +91-7660968822
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