Job Description

4. KEY ACCOUNTABILITIES:

Performance Indicators

Customer Support

• Customer liaison for High Value accounts.
• Professional and courteous customer services with customers and internal stakeholders.
• Document actions, minutes and specifics relating to meetings attended with customers and capture in the CRM same day.
• Escalate customer concerns including the issues, the reasons, the justifications and offer options for consideration if applicable.
• Assisting management in presenting to customers key messaging and objectives on a per case basis.
• Timely response to customer queries

• Valuable contribution to customer queries and an effort to resolve and satisfy the customer always

• Assess and escalate customers issues with clear messaging being prepared and presented to management

Maintaining accurate corporate customer records

• Receive and process all new customer contracts within the ERP and the CRM system.
• Determine the contract start, service start and end dates.

• Approach the customer for further information relating to the contract details as required.
• Ensure that fees and charges are applied as per the contract and within the agreed timeframes.
• Other commercial details of the contract updated including tariff escalation formulas, penalties and KPI's and correspondences (if applicable).
• Track all customer correspondence in accordance with Tasleem policies in the CRM system.
• Accuracy of the CRM and ERP information
• Fees and charges applied correctly and on agreed dates

• Amendments are captured in the CRM and ERP in a timely manner
• Periodic review of the customer data with the Objective to refine, update and maintain accurate data

Customer reports

• Understand or clarify the business objectives and requirements when customer reports are requested and prior to commencing the work.
• Analysing data to determine relevant information and include this in the report.
• Ensure that the report clearly supports, refutes or is misaligned with the business objective and include commentary as to why or what has led to the outcome.
• Produce reports that are simple to read and convey key messages in accordance with principal standards/requirements
• Align the outputs as per the requestors requirements

• Introduce the reports and offer support to the audience

Policies & Procedures

• Follows all relevant Department/Unit policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Ensuring the organization adheres to legal frameworks in areas such as discipline & grievance, redundancy, and employment law.
• Guidance and support in HR Policies & Procedures

Health, Safety & Environment

• Ensure compliance to all relevant health, safety, and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, and a responsible environmental attitude.
• Guidance and support in HSE policy
• Report any safety incidents and near misses