Job Description
This role provides essential operational and account management support for assigned accounts, including the onboarding of new accounts. The Account Support Executive plays a vital role in ensuring daily activities run smoothly by assisting with account setups, extensive data maintenance, and cross-functional coordination.
Additionally, the role supports the broader team by tracking customer inquiries, maintaining essential documentation, preparing reports, and works well in customers provided portals. By working closely with Account Managers and Program Managers, the Account Support Executive helps facilitate seamless customer onboarding processes, timely go-lives, and efficient day-to-day operations.
Responsibility:
Customer Liaison & Inquiry Resolution (Core Function):
- Dedicated Operational Contact: Serve as the primary, day-to-day operational point of contact for assigned accounts (including sizable, strategic, and newly acquired customers), ensuring swift and professional responses to inquiries.
- Omnichannel Support Delivery: Provide comprehensive and timely support to customers across multiple channels, actively managing interactions via email (approx. 50%), phone consultations (approx. 40%), and face-to-face meetings (approx. 10%).
- Proactive Issue Mitigation: Monitor daily operational flows to anticipate customer needs, proactively communicating potential logistical delays or system updates before further escalations.
- Hypercare Support: Participate actively for newly onboarded clients during hypercare period (spanning around 2 weeks to 1 month), facilitating a smooth adoption of processes, execute early intervention for teething issues, and ensuring a seamless transition to Business-As-Usual (BAU).
- Customer Guidance: Guide clients through standard operating procedures, portal usage, and standard reporting mechanisms to empower them for more efficient flow.
System Support & Escalation Management:
- Multi-System Navigation: Effectively manage and toggle between multiple internal and client-facing systems concurrently to maintain uninterrupted daily workflows.
- First Level Issue Resolution: Perform basic level troubleshooting for portal errors and system discrepancies, resolving standard issues quickly to minimise downtime.
- Escalation Coordination: Accurately identify and escalate complex operational or technical issues to Tech or Operation teams, providing clear, well-documented context to accelerate resolution times.
Account Onboarding & Support:
- Onboarding Assistance: Work alongside with various stakeholders to support end-to-end account setups, ensuring basic system configurations align accurately with commercial agreements.
- Cross-Functional Monitoring: Track and monitor necessary Change Requests (CRs) and IT tickets, acting as a reliable liaison between commercial and technical teams to ensure target go-live dates are met.
- Documentation & Compliance: Maintain highly organised and up-to-date repositories for SOPs, SLAs, and commercial documentation, ensuring the broader team are kept aligned throughout the contract period.
Operational Data Integrity & Workflow Management:
- High-Volume Quality Control: Manage sophisticated, high-volume data flows consisting of 20,000 to 50,000 daily transactions (scaling up to 100,000 during peak seasons), ensuring data integrity.
- Platform Data Synchronization: Accurately update and synchronize shipping, tracking, and logistical milestones across various customer-specific platforms, ensuring common visibility for all key stakeholders.
- Operational Reporting: Generate, format, and distribute essential operational reports (e.g., Proof of Delivery, processing metrics, shipment statuses), translating raw system data into clear updates for clients.
Education & Certifications:
- Nitec and Diploma in any discipline
- Fresh Graduates are welcome to apply
Requirements:
- 1 to 2 years of relevant experience in account / client / sales service support sales
- Established capabilities to be able to adapt to a dynamic working environment, and high demand on time sensitive actions
- Able to communicate with multi stakeholders, internally and externally, via calls and emails
- Client facing experience is preferred
