To perform this role successfully, the incumbent must be able to perform these responsibilities satisfactorily:
- Provides purpose fit solutions through an in-depth understanding of specific client needs relating to the services provides.
- Engages with clients on a regular basis to maintain sound relationships.
- Acts as primary contact between clients and for purposes of:
- negotiating prices within the parameters of the Authority Framework
- providing customised solutions
- problem/issue resolution
- Stays abreast of and informs the Sales & Service Manager/ Sector Head of changing market and competitor trends.
- Maintains a current and updated database on all clients in own portfolio.
- Keeps informed of legislative requirements pertaining to document & records management.
- Ensures effective classification of client information to ensure fast and accurate retrieval.
- Ensures effective management of documentation and records as defined within the customers document retention strategy by informing customers of past due dates.
- Compiles and reports on boxes past due on a quarterly basis.
- Develop Account Plans as agreed with Sales Manager/ Sector Head for the allocated Portfolio to leverage new opportunities and ensure customer retention.
- Reports sales and service statistics to the Sales & Service Manager/ Sector Head on a weekly basis.
- Ensures that the service offering provided satisfies customers needs and identifies leads across their allocated Sector Heads within their Portfolios.
- Resolve all enquiries or queries escalated to you within a reasonable timeframe and communicates concerns relating to service delivery to Operations and to respective support and management personnel. Ensures remediation thereof.
- Ensure that your portfolio is sufficiently serviced to ensure customer satisfaction.
- Ensure that clients portfolios data integrity is accurately maintained.
- Assists with preparing and presenting business proposals to both existing and new potential customers.
- Maintains close relationships with the Sector Head to capitalise on opportunities identified.
- Ensures effective management of documentation and records as defined within the customers document retention strategy by informing customers of past due dates.
- Deals with, resolves, and reports on issues, concerns and complaints as relates to your portfolio or allocated clients.
