Job Description
Key Accountabilities
1. Customer Data Management:
- Oversee the creation and maintenance of customer records in the database.
- Ensure the accuracy and completeness of customer information.
- Train and support junior business support staff in effective data management.
2. Contract Management:
- Handle the drafting, and execution of customer contracts.
- Ensure that contracts are in compliance with legal and regulatory requirements.
- Monitor contract timelines, renewals, and amendments.
3. Invoicing and Billing:
- Oversee the generation and issuance of invoices to customers.
- Validate invoice details, including pricing, discounts, and terms.
- Address complex billing inquiries and discrepancies.
4. Timesheet Management:
- Remind technical staff to submit accurate and timely timesheets for each project.
- Ensure timesheets are completed in accordance with company policies and client requirements.
- Collaborate with technical teams to resolve any discrepancies or missing information.
5. Customer Interaction:
- Provide high-level support for complex customer inquiries and issues.
- Act as an escalation point for challenging customer situations.
- Foster positive customer relationships through effective communication.
6. Process Improvement:
- Identify opportunities for process improvement within the customer service and administrative functions.
- Implement and oversee changes to enhance efficiency and effectiveness.
7. Cross-Functional Collaboration:
- Collaborate with sales, marketing, finance, and other departments to ensure seamless customer interactions.
- Provide insights and feedback to improve overall business processes.
8. Reporting and Analysis:
- Generate and analyze reports related to customer service performance, contract management, and billing.
- Provide regular updates to management on key performance indicators.
9. Customer Satisfaction Enhancement:
- Implement strategies to enhance customer satisfaction and loyalty.
- Gather customer feedback and recommend improvements to products or services.
10. Compliance and Risk Management:
- Ensure compliance with relevant laws, regulations, and company policies.
- Identify and mitigate risks associated with customer contracts and billing processes.
11. Continuous Improvement:
- Identify opportunities to enhance efficiency in administrative processes.
- Propose and implement improvements to streamline workflows and enhance customer satisfaction.
12. Training and Support:
- Provide guidance and support to customers on using online portals or self-service tools for account management.
- Assist in training new employees on customer service and administrative processes.