Overview
Job Purpose and Summary
To professionally handle Management Print Services (MPS) clients, following project deployment and providing reviews and customer service during the contract period.
What we give
• Provide pleasant, courteous, and professional customer handling relations over the phone, emails, and face to face.
• Responsible to manage the day-to-day operational requirements and Ad hoc requests of MPS customers to ensure, customer satisfaction.
• Prepare and conduct quarterly/bi-annual MPS review meeting with MPS clients, with the required time scale covering volume utilization, service calls, SLA KPIs, machine utilization etc.).
• Maintains the MPS Reviews schedule to ensure complete coverage for our MPS customers’ base.
• Support Sales team with all data, reports and analysis required to manage their accounts and work on contracts renewals.
• Responsible for account development by capturing opportunities to increase profitable revenue growth within existing sites by introducing new services and by increasing demand for existing services.
• Ensure services are delivered in line with the contract terms, that SLA's deliverables are met.
• Monitors and manages incidents and problems to achieve agreed contractual SLA's.
• Communicates the progress to the customer until closure.
• Maintains a high level of customer satisfaction and resolves all customer complaints.
What we ask
• Graduate Degree.
• Background within Business-related field(preferred).
• Working experience of 2-3 years in a customer facing role.
• Strong customer service orientation, & excellent communication skills both on the phone & in person.
• Proficiency in MS Office: Word, Excel & PowerPoint.
• Fluency in written and spoken English.
You will need
#LI-LH1
Further information
• Ability to deliver extraordinary levels of customer service & provide creative solutions to clients.
• Dynamic & a 'finisher' with an eye for detail & the ability to drive through solutions.
• Strong commercial orientation with broad business understanding & skills, equipped with a sharp intellect to focus on key issues with an attention to detail & accuracy of information.
• Flexible to new situations & challenge.
