Customer Account Manager

2 weeks ago

Dubai, United Arab Emirates Equestrian Learning Academy Ltd Full time

**Position**: Customer Experience Executive

**Reports to**: Customer Experience Manager

**The purpose of your position**:
As a Customer Account Manager at Parenta, you are ultimately accountable for ensuring our value proposition is applied to each and every customer account, for creating customer loyalty and positively impacting customer retention whilst supporting their businesses in becoming profitable. You will operate as part of a cross functional team and will be required to achieve set KPI’s and SLA’s, ensuring that the customer experience never waivers. Your main aim will be to deliver a ‘Remarkable’ customer journey, rather than just a service. You will seek out new opportunities and work with the Business Development Team to convert these. You will upsell/cross sell solutions within the accounts that you are responsible for.

**Position expectations**:
**Customer Experience Delivery**
- Delivering against set benchmarks across all of the customer touch points.
- Understanding the Parenta customer proposition.
- Operationalising the Parenta customer proposition across all customer accounts and customer touch points
- Undertaking customer satisfaction surveys.
- Conduct Customer Needs Analysis
- Efficient handling of queries/tickets on all services, ensuring queries are adequately resolved within the specified time frame.
- Identifying and resolving issues with initiative and good judgment.
- Effectively resolving customer complaints and complex questions.
- Ensuring that all end-users receive an “above and beyond” experience, that is timely, detailed and effective.
- Regular communication with Tutors and Training Managers to highlight ‘at risk’ learners.
- Ensuring all learners and employers have access to One File and training to use it.
- Regular communication with learners who are on a break in learning.
- Delivering exceptional support via video and phone.
- Ensuring customer engagement calls are carried out at mutually agreed intervals
- Identify opportunities to promote and sell relevant solutions
- Continuously striving to provide a premium service, through contributing and implementing innovative ideas to better the customer’s experience.
- Ensuring tickets are assigned to relevant members of the Parenta Team and tracking their completion within the customer charter timescales, having first attempted to resolve the ticket yourself.
- Actively promoting passion and reliability, and always delivering on promises.

**Results Delivery**
- Maintaining our SLA (Service Level Agreement) for calls and support tickets against Parenta’s customer charter and ensuring you fill spare capacity with outbound engagement calls
- Ensuring you respond to every customer within our customer charter SLA which is to be maintained without exception.
- Reduce learner withdrawals via an engagement strategy
- Consistently meeting or exceeding performance call benchmarks, which including but are not limited to speed, accuracy, resolutions and retention of customers
- Ensuring you receive at least 90% positive feedback from your customers each month.
- Achieving your monthly engagement call target, as agreed with your manager.
- Attaining the highest client service ratings, as determined by the Company, earning a minimum of 90% marks in all categories including communication skills, listening skills, problem resolution, enthusiasm and politeness.

**Administration**
- Following all internal processes and instructions for data entry activities, ensuring any anomalies are rectified.
- Understanding all systems to include One File, Zoho, Parenta Software Systems and updating them with customer, learner and manager communication
- Ensuring the support desk is fully utilised and updated with speed and accuracy.
- Ensuring CRM is up to date and all data entered is accurate
- Partaking in CRM cleansing.
- Re-confirming customer contact information regularly to ensure the information we hold on our systems is correct and updating systems accordingly.
- Researching information from within Parenta and externally, in order to reach an accurate conclusion for every customer enquiry.
- Maintaining product and industry expertise and transferring your knowledge to colleagues.

**Why you were selected**:

- Previous experience in customer experience/service or account management, ideally within a Training Provider environment
- Able to translate the voice of the customer into action.
- Proven objective handling experience.
- Excellent people and influencing skills.
- Excellent problem-solving skills
- Excellent written and verbal communication skills.
- Passionate about customer service and delivering improvements.
- Well organised and able to manage multiple activities.
- Self-motivated individual with the ability to energise others.
- Ability to work under tight deadlines and prioritise under pressure.
- Strong accuracy and attention to detail.
- Ability to multi-task and manage changing priorities and excels i

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