Area

Accountabilities

Main Accountabilities

• Ensure selective accounts are provided top-quality and best-in-class customer service - customized where

  required – in a cost effective way whilst enhancing customer loyalty

• Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in

  competitive offerings

• Ensure pro-activity and flexibility, while maintaining responsiveness in servicing customer requirements up to

  customer satisfaction

• Benchmark service delivery parameters against leading companies including competitors to ensure services

  provided by the Key Account team are comparable with best practices while remaining cost effective

• Support all key account functions in terms of customer complaints, claim handling, problem solving and tailored

  services to support the business imperative ICCC (Insanely Customer Centric Culture) and strategic plans in

  alignment with Express focus strategy

• Obtain customer  feedback on our service delivery performance to enhance the customer relationship and

  explore new business opportunities

• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value

  added services (e.g. SI, TDD, EXT and the use of ESS tools)

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People Management

• Identify training needs and opportunities to develop a highly skilled CS workforce

• Plan, organize and direct an efficient and effective team of customer service professionals

• Develop IKOs / KPIs with team members and monitor individual and team performance

• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional

  and Country objectives and targets

Functional Experience

• Minimum 10 years of relevant experience in customer services function with leadership responsibility

• Manages and leads team through expertise in most or all areas within customer services

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