Due to ongoing growth at Radius, we are looking for a Senior Account Management Advisor to join our team at our office in Kuala Lumpur, Malaysia.
In this role, you will be selling our fuel cards into the Malaysia market and will enjoy a varied role with fantastic opportunities to progress and develop your career.
Key Responsibilities
- Serve as the main point of contact for assigned customers.
- Build and maintain trusted advisor relationships by proactively anticipating customer needs.
- Identify and resolve potential blockers to ensure continuous use of Radius products.
- Monitor and analyse customer product usage to forecast and track sales metrics.
- Drive revenue growth through upselling and cross-selling to existing clients.
- Generate referrals from existing customers to expand the client base.
- Reduce customer attrition by engaging and negotiating with customers considering account closure.
- Liaise with internal departments to ensure customer requirements align with company objectives.
- Provide cross-departmental support on an ad-hoc basis.
- Respond to customer enquiries promptly in line with target service levels.
- Resolve customer issues through effective escalation management and follow-up.
- Track and manage emails related to performance reviews.
- Support report generation, data gathering, and data cleansing activities as required.
- Maintain an average talk time of approximately 2.5 hours per day.
Leadership & Customer Service Oversight Responsibilities
- Train, coach, and mentor Customer Service Representatives to achieve service level agreements (SLAs), effectively manage customer enquiries, and deliver a high standard of customer support.
- Support the resolution of complex customer escalations and ensure timely issue resolution.
- Optimise Salesforce utilisation and configuration to improve ticket management, customer profile maintenance, workflow efficiency, and cross-selling opportunities.
- Collaborate closely with Sales, Credit, and Customer Service teams to ensure a seamless end-to-end customer journey.
- Monitor customer service performance metrics and identify opportunities for process improvements and enhanced customer satisfaction.
- Promote best practices across customer service and account management functions to support business objectives and customer retention.
