Job Description

Job Highlights

Key Goal

Ensure customer satisfaction at all times, whilst upholding and improving Killem’s brand reputation.

Included, but not limited to:

Customer Success

  • Touch base on a regular basis and build relationships with clients, especially key clients
  • Communicate with clients to understand their needs and gather feedback
  • Aware of and monitor all new clients being onboarded successfully , from the Sales Team
  • Handling any client complaints or issues, in timely manner, that have been escalated from the Customer Service Coordinators and Key Account Executives
  • Ensuring that all client emails and calls are answered and actioned immediately

Mentoring and Training

  • Creating Handover and Client Checklists (for key accounts),
  • Coach and train A Exec to effectively implement account management
  • Set up goals for team members and help them reach those goals
  • Guide the team in execution of customer service related matters

Strategic

  • Create and implement a reliable customer loyalty program
  • Develop, implement and support management systems (i.e. ISO), including service excellence
  • Develop KPIs, processes, SOPs, crisis management etc, to support the company’s objectives and targets
  • Reviewing and analysedata, identify trends and opportunities for improvements
  • Preparing monthly and adhoc reports, for the management team and Managing Director
  • Providing support to other departments in their programmes, plans and projects.

Academic Education & Knowledge Requirements

  • Minimum Diploma/Degree in any field or its equivalent
  • Knowledge of the pest control and/or facility management preferred

Work Experience Requirements

  • Minimum of 4 years of relevant work experience managing teams in key account management and/or customer service and/or operations

Skills Requirements

  • Computer literate in MS Office (Word, Excel, Power point) and experience using CRM Systems i.e. Salesforce
  • A high level of problem solving skills and strategic advisory to management
  • Strong written and spoken English
  • Common sense and high attention to detail
  • Ability to inspire and motivate the team
  • Patience, compassion, and empathy
  • A passion for customer satisfaction, success and experience
  • Excellent communication skills and ability to build relationship
  • Organizational and time-management skills