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Job Description
- Receives, analyzes, and reports customer complaints.
- Refers major hardware/software problems to service personnel/development department for correction.
- Follows up periodically with clients to ensure their continuous smooth operation and satisfaction with company products/services.
- Reports any service defects to management on a daily basis.
- Analyzes customer reported problems and reports to appropriate channels problem areas in products.
- Responsible to coordinate with Sales, Project Managers and other key functional areas to ensure overall customer satisfaction within portfolio.
- Responsible to tracks and follows up with other departments to ensure customer complaints are fully resolved.
- Recommends new strategies, product features, new services, new procedures for enhancing client satisfaction.
- Acts as a liaison between technical department at Microtech and customers using the software in regards to system effectiveness, modification requests, performance issues, new applications, etc.
- Provide on-site, customer support to assigned portfolio of customers.
- Implement Customer retention strategies.
- Responsible for contract renewal and account “saves” in assigned portfolio.
Job Requirements
- Local ERP Experience (Preferred)
- Bachelor degree (B.A.) in accounting/business/manufacturing major;
- Good negotiation skills.
- Ability to handle and prioritize multiple assignments and meet deadlines.
- Strong organizational, administrative and time management skills.
- Strong analytical/ quantitative skills.
- Strong written and verbal communication skills including presentations.
- Ability to foster teamwork across functional areas and within care to provide seamless service to customers.
- Ability to achieve goals in a changing work environment.
- Proven commitment to deliver exceptional customer service.
- 1-3 years of related experience and/or training.