Customer Relations Senior Executive
Gunnebo Entrance Control
- Gurgaon, Haryana
- Permanent
- Full-time
- Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone.
- Build expert, dynamic knowledge of the company’s products and services.
- Document and report recurring customer feedback and issues.
- Support colleagues deal with difficult customer situations.
- Create invoices for customers/chase outstanding payments.
- Monitor and manage customer feedback and satisfaction metrics.
- Provide insights based on customer feedback to assist in business decision-making.
- Schedule engineers' workload.
- Process parts requests from engineers.
- Manage customer accounts – build relationships/rapport with these customers.
- Coordinate with Service Engineers and Customers to process staff vetting requirements.
- Update customer portals with relevant information/documentation
- Fulfill any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
- Visiting to the existing customers for building and maintaining strategic & long term relationships
- Retention of the customers by providing the best possible services and being the dedicated point of contact for the customers
- Maintaining customer SLA for PM's & break down calls.
- Coordinating with internal team/department & ensuring that customer requests are responded to in an accurate and timely manner.
- Handling second level escalations and resolutions
- Updating & maintaining records for QHSE audit
- Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell.
- Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits.
- Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall.
- Ensure that our service opportunities are systematically followed-up.
- Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience.
- Making monthly sales flash for AMC new/renewals/lost orders for the regions & sending to HO for consolidation
- Preparing & send renewal proposals to the Clients.
- Previous experience of working in customer facing role within a fast-paced environment. Hospitality and Retail experience works really well for us.
- Prior experience of working with key accounts
- Experience within sales
- Growth mindset
- Solutions oriented.
- Excellent listening and communication skills
- Relationship Management skills
- Team Oriented
- Excellent multi-tasking/attention to detail
- Ability to remain calm under pressure.
- Excellent problem-solving skills
- Excellent Microsoft office skills
- Interest in security and technology
- Being able to connect instantly and build rapport easily.
- Proven track record of exceeding targets
- Able to demonstrate you are obsessed with giving great service.
- Experience of working with ERP systems
- Flexibility, sometimes things change and so will your priorities.
- Demonstrate excellence in execution.
- No micromanagement, we are trusted to do a good job.
- We have a collaborative culture, with a nonhierarchical style of working.
- We are given the tools we need to do a good job.
- Your opinion is always welcome.
- We are always looking at new and innovative ways of working.
- We are a team and help each other out!