Sr. Account Manager

Description:

• Responsibilities
• Minimum +10 years of experience in IT service management domain (Incidents, problem and change management)
• Interacting with customers: Engaging with customers via various channels such as phone, email, chat, or in-person to address their inquiries, provide information, and resolve issues.
• Handling customer requests: Assisting customers with placing orders, processing payments, updating account information.
• Providing customer support: Offering support & guidance to customers and offering solutions to their concerns or complaints.
• Maintaining customer records: Accurately documenting customer interactions, inquiries, and transactions in a customer relationship management system.
• Delivering exceptional customer service: Ensuring high levels of customer satisfaction by being professional, courteous, empathetic, and responsive to customer needs.
• Escalating complex issues: Identifying and escalating complex or unresolved customer issues to the appropriate teams or supervisors for further investigation and resolution.
• Collaborating with internal teams: Liaising with other departments such as sales, billing, or technical support to coordinate efforts and ensure seamless customer experiences.
• Continuously improving processes: Identifying opportunities for process improvement, suggesting enhancements to customer service procedures, and actively participating in training and development programs.