Key Accounts Associate  

The Key Accounts Associate is responsible for the efficient management of clients’ inquiries, issues, and support requests, along with other aspects related to customer experience. This role plays a significant part in nurturing relationships with the clients, ensuring prompt and accurate assistance, and enhancing overall customer satisfaction.

What you will do?

Customer Support

1. Engages with existing and new clients’ end-to-end process through chat, calls, and email inquiries in a professional and timely manner, providing accurate information and effective solutions.

2. Maintains accurate records of customer interactions, complaints, and resolutions in Pancake CRM and assigned trackers.

Service Quality

1. Provides input or observations on areas for improvement based on Client’s interactions and feedback.

2. Build rapport and establish positive relationships with customers through friendly and empathetic communication.

3. Ensure adherence to quality monitoring standards and promptly address any identified issues to maintain high service quality.

Coordination

1. Monitors the client's shipment, billing verification, and collections.

2. Assists with Warehousing and Fulfillment clients with their inquiries, concerns, and problems.

3. Coordinates all concerns to the Operations team through the ticketing system.

Performance Metrics and Collaboration

1. Collaborate with the manager to achieve performance metrics and targets for improving customer satisfaction and process improvements.

2. Actively gather and analyze client feedback to understand customer needs and enhance satisfaction.

3. Participate in regular performance reviews and feedback sessions to continuously improve service delivery.

• Bachelor’s degree in business or a related field.
• Preferably with work experience in customer support or service
• Customer-centric approach with a focus on satisfaction and issue resolution.
• Good communication and interpersonal skills
• Good problem-solving and decision-making skills
• Ability to think and respond quickly, maintaining composure even in high-pressured situations
• Adaptable and thrives in a fast-paced and changing environment.