Associate Account Manager

RESPONSIBILITIES

1. Customer issue / concern handling

• Respond promptly and professionally to customer concerns via group chat (GC), phone calls, email, in-person visits, or other communication channels.
• Provide fundamental troubleshooting and customer assistance such as but not limited to:

a. Troubleshooting common issues.

b. Track and Trace functionality.

c. Platform Training for users.

d. Sending Commands (Basic Commands ie: reset, status check, location inquiry, SOS, and monitoring permissions).

e. Effective Response Techniques for customer interactions.

f. Professional Presentation of solutions and support.

• Provide needed report, validate the data from the platform and create an incident report if necessary
• Conduct necessary research to support accurate and effective resolution of customer issues.

2. ERP System and Platform Use

• Utilize the ERP system and platform for account reference, issue investigation, and service verification.

3. Training and Client Support

• Conduct client training sessions and refresher courses on the platform.
• Explain platform features and benefits to help clients maximize system use and improve user experience.

4. Cross-Department Coordination

• Collaborate with internal departments to ensure timely and efficient issue resolution:

• Technical Operations: For software and hardware-related concerns.

• Accounting: For billing or payment-related issues.

• Sales: For requirement validation and product alignment.

• Dispatch: For scheduling and coordination of field support.

• Other SSD departments as needed

5. Sales Support

• Identify opportunities to upsell or cross-sell relevant products and services during customer interactions. ·   Recommend solutions that align with client needs and preferences.

6. Documentation and Reporting

• Record all customer interactions, inquiries, complaints, and actions taken in the appropriate logs or systems.
• Ensure compliance with internal reporting protocols and maintain complete documentation as required.

7. Account Monitoring and Management

Monitor client accounts nearing expiration (within 90 days).

• Initiate proactive follow-ups and coordinate necessary renewals or updates.
• Proactively engage customers to improve satisfaction and usage
• Apply retention strategies such as plan adjustments, service enhancements, or issue resolution

8. Client Visits and Relationship Building

• Conduct regular onsite visits to strengthen client relationships.
• Gather client feedback, assess ongoing needs, and reinforce satisfaction and loyalty.
• Use visits as an opportunity to provide support, resolve concerns, and demonstrate the company’s commitment to service excellence.

9. Perform other related duties as assigned from time to time.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Communications, or a related field required.
• Proven customer support experience or experience as a client service representative.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle customer complaints and resolve conflict professionally
• Excellent communication and interpersonal skills.
• Demonstrates a strong commitment to ensuring client satisfaction.
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media.
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Able and willing to travel or conduct client visits (if needed)
• Experience in Sales or upselling is a plus