Responsibilities:
Client Portfolio Management: Build and maintain a portfolio of clients, fostering strong, enduring relationships with direct customers, retail store owners, and warranty/insurance providers.
Claim Management: Utilize expertise in claim management to provide dedicated support to clients, ensuring claims are handled efficiently and accurately.
Cross-functional Collaboration: Partner with internal cross-functional teams to understand client goals and performance metrics, ensuring operational excellence and strategic insights.
Exceptional Service: Provide top-notch service and resolve client issues promptly.
Performance Enhancement: Identify and address performance deficiencies within client portfolios, seeking opportunities for growth and improvement year-over-year.
Quality Monitoring: Oversee service level agreement (SLA) adherence and uphold client standards through analysis and support.
Project Management: Efficiently manage client deliverables across multiple projects while meeting internal obligations and SLAs.
Client Liaison: Act as the primary point of contact for client inquiries and operational standards.
Market Strategies: Develop and execute market strategies for assigned clients to ensure continued customer satisfaction while meeting SLAs.
Creative Problem-Solving: Exercise seasoned judgment and creative approaches to capitalize on unique opportunities.
Performance Analysis: Regularly analyze client performance, strategize, and coordinate weekly calls, ensuring SLAs are met.
Business Reviews: Conduct comprehensive business reviews, maintain service level agreements, and provide alternative recommendations for improvement while adhering to SLAs.
Vendor Management: Coordinate preparations for client vendor management team visits and audits, ensuring compliance with SLAs.
Requirements:
Education: Bachelor's degree or equivalent experience.
Experience: 3 years of experience in the electronics, tech device, appliance service solutions