SERVICE DELIVERY ACCOUNT MANAGER (REMOTE)
The Account Management team is primarily responsible for achieving the Corporate Renewal objective set and the delivery of the Power Choice Electricity Plus Program. Service Delivery Account Manager(s) are accountable for a defined set of customers and must manage them in accordance with company policy set to the product level they have committed to.
Role Skills and Experience
- Possess at least Diploma/Advanced/Higher/Graduate Diploma in Others or equivalent
- Excellent English verbal and written communication skills
- At least 2 year(s) of telesales or direct telemarketing experience in the related field is required for this position
- Required Skills: Telesales, retentions, customer service in a call centre environment, dealing with people, sales, complaints handling
- Preferably specialized in Customer Service/Telesales/Call Centre or equivalent
- Proven experience working in a business-to-business services environment
- Demonstrated track record of high conversion rates
- Minimum intermediate skills in MS Office
- Minimum familiarity with using a CRM and accurate database management processes
- Understanding of current issues concerning the energy consumption market for businesses – desirable
- Excellent and articulate phone manner
- Strong numeracy and analytical skills
- Good eye for detail and accuracy
- Excellent time management and prioritization skills
- Demonstrated client-centered focus approach at all times
- Well-developed communication skills, written and verbal
- Responds well to change and is adaptable to changing circumstances
- A willing and supportive team player
- Can work independently
- Able to work to a GMT+10 timezone
Role Responsibilities
- Engaging with our customers over the phone daily assisting them to manage their electricity contracts and helping them to understand the benefits of our services and assisting them to better manage their business
- Managing the renewal process for allotted accounts achieving the company expected retention rate in accordance with company policies and procedures
- Maintain accurate records and data integrity in the Customer Relationship Management (CRM) system, Customer Management System (CMS), and appropriate calendars
- Assisting as required fellow service delivery account manager(s), settlements team, and engineering if required
- Identifying product and systems improvements
- Respond/allocate inbound queries from customers
Laptop and PC Requirements for Remote Arrangement:
- Must be Minimum windows 8, 10, 11 / Mac 12.X or higher.
- Internet Speed must be above 20Mbps UP and Down.
- Anti-Virus and Firewall must be enabled.
- The system must have a minimum of 20 GB of disk space on the C drive.
- System RAM must be a minimum of 8 GB.
- Processor: 1 gigahertz (GHz) or faster process
- Must have a backup internet connection
- Best but not required to have a backup laptop or computer if the current computer fails.
NOTE: Shortlisted candidates will be contacted via phone and email.