Junior Executive SME Telephone Account Management

Key Accountabilities

• Service Level Management
• Fulfillment Management
• Billing Management
• Service Portfolio Management
• Incident Management
• Manage customer service enquiries as per agreed service levels.
• Orchestrate the service across the cross-functional service teams and partners to drive performance and
• delivery of du service commitments.
• Analyze SLAs and highlight risks & gaps.
• Ensure fulfillment of service commitments through contract lifetime.
• Work closely with internal teams to ensure all services are fulfilled and information are fed back to the
• customer.
• Maintain and track database contains customer information.
• Perform periodic bill reviews.
• Manage billing in accordance with customer contract.
• Collaborate with other resources as needed to address any billing issues.
• Assess, clarify, and validate customer business needs and drive continuous improvement of the end to end
• service, including infrastructure upgrades for capacity or security for more cost-effective service provision.
• Support the Account Manager in identifying new opportunities.
• Perform service reviews on a monthly basis with accounts responsible.
• Business Relationship Management
• Maintain relationship and act as trusted advisor to customer and maintain data & information relevant to the
• account.
• Manage the contact matrix ensuring that all potential points of contacts are being served appropriately.
• Own customer complaints and issues end to end and ensure resolution of the same and provide root cause
• analysis.
• Allocate a priority level to any unplanned interruption to a service or reduction in the quality of service.
• Troubleshoot, investigate and coordinate the incident and ensure it is assigned to the appropriate resolver
• groups.
• Monitor and track the incident until restoration of service and ensure service levels are met.

Qualifications, experience, skills and competencies

Qualifications:

• Minimum bachelor’s degree in sales/marketing or a related field. Degree in business.

Experience:

• 2 years minimum experience in du enterprise

Skills

• du enterprise Mobile/Fixed Products and Services Knowledge
• du System Knowledge
• Excellent Communication skill
• excellent knowledge of Microsoft tools 
• Analytical Thinking skills 
• Attention to details
• Reporting and Data Analysis skills
• Problem Solving Skills
• ability to work well under pressure
• organizational and planning skills to develop customer experience
• good personal presentation, especially when meeting with customers
• Highly results-driven and self-motivated team player
• very high email response rate
• able to be connected 24/7
• Understanding of business proactively approach