Afritracker is looking for a Key Accounts Executive to create, build and maintain successful relationships with existing and potential customers in order to ensure that service level agreements (SLA's) are adhered to and that customers receive the highest quality service. The role also assists with invoicing queries and outstanding payments, the submission of reports and conducting periodic vehicle audits.
Main duties and responsibilities Builds and maintains effective internal and external relationships with stakeholders to promote business continuity and drive retention and growth. Manages the relationships with customers by meeting with customers regularly in order to understand their concerns, resolve queries and ensure that SLA's are monitored and complied with. Collaborates closely with the Call Centre and Administrators. Resolves administrative queries in order to ensure speedy resolutions and enhance customer satisfaction levels. Understands customers' requirements and makes recommendations for improvements and enhancements. Coordinates and manages change control processes to ensure that contract amendments are continuously approved, updated and meet the clients' needs and operational requirements. Assists with and coordinates ad hoc customer requests for additional vehicles and/or services. Attends to non-technical customer queries and provides resolutions in accordance with agreed SLA's. Takes accountability for queries received from customers and coordinates activities with the Call Centre Agents, Administrators and other relevant internal departments to resolve customer queries. Manages and maintains updated customer profiles, data and all related information to enhance the overall customer experience. Follows up with the customer and Finance to resolve invoice queries and outstanding customer accounts/payments in order to manage debtors' age to less than sixty (60) days. Coordinates accurate revenue collection and timeous submissions of invoices to the customer. Obtains finalised/signed maintenance rebill authorisations from the client so that funds can be recouped by Afrirent. Provides feedback to all stakeholders on the status of scheduled work on fleet vehicles. Manages relationships and communication channels with new and potential clients. Manages relationships with suppliers and service providers to ensure effective delivery on the projects. Lodges insurance-related claims and manages the status of claims until all claims are finalised/closed. Captures and accurately updates all client information. Conducts comprehensive asset reconciliations and submits reports for review and approval. Schedules and conducts detailed vehicle audits and physical inspections according to approved standard operating procedures. Compiles and submits reports on the utilisation of vehicles/contract activities. Identifies and reports on customer and fleet risks. Collects and analyses data and statistics to identify gaps and trends, and makes recommendations for improvements. Submits reports on targets achieved, changes implemented and recommended improvements. Provides feedback and recommendations on identified issues and improvements. Identifies and implements innovative and proactive solutions to improve customer satisfaction levels. Monitors and reports on the achievement of internal and external Service Level Agreement (SLA) targets. Identifies customer trends e.g. recurring complaints and queries. Monitors customer satisfaction feedback and levels and makes recommendations for enhancements. Qualifications NQF 5 in Customer Care / Administration / Fleet Management/Tracking. Experience Minimum 3 years of experience in a client care/client management environment. Experience with Microsoft 365 Enterprise packages. Legal Requirements Code 8 Driver's Licence will be advantageous. Additional Desirable Requirements Local Government experience will be advantageous. Government experience/exposure will be advantageous. Job Types: Full-time, Permanent
Pay: R14000,00 - R16000,00 per month
Ability to commute/relocate: Centurion, Gauteng: Reliably commute or planning to relocate before starting work (Required). Education: Diploma (Required). Experience: Working experience in the field: 3 years (Required).
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