Client Services Account Manager

Summary about this job

Detail information about job Client Services Account Manager. Terms and conditions vacancy

We currently have an opportunity for a Client Services Account Manager in Melbourne reporting to the Client Services Manager - Client Services.
 
The role of the Client Services Account Manager is critical in that it provides a high level of proactive account management to our high value Employer Clients and internal stakeholders and involves case management and resolution of escalated complaints from customers.
 
Key Responsibilities:
 

• Providing a high level of proactive account management to a portfolio of Employer Clients
  
• Responding to all Employer Client enquiries in a courteous and professional manner ensuring a high level of customer satisfaction at all times
  
• Assist field staff and Relationship Managers in resolving Employer related enquiries / issues
  
• Identify errors and/or irregularities with customer accounts as identified via NPS, Customer Complaints or other dissatisfaction channels, and implement relevant solutions
  
• Ensure any identified trends from systemic or recurring complaint issues are fed back to relevant departments and key stakeholders
  
• Liaise with other MMSG departments, employees and/or third parties as required to resolve Customer issues within agreed SLAs
  
• Maintain a high standard of product and process knowledge regarding all Maxxia's products and services
  
• Proactively review and identify process improvements
   
  To be considered for this role you will have the following:
   
  
• Detailed process and product knowledge of all areas of Full FBT, Vehicles and Health & Charities areas of Maxxia Operations
  
• Proficient in computer based systems including Microsoft packages (specifically Excel)
  
• Strong relationship management skills with the ability to build long term client relationships
  
• Highly developed problem solving skills with the ability to analyse client/customer problems and provide logical solutions
  
• Ability to demonstrate superior customer service skills and solve complex client/customer complaints
  
• Excellent interpersonal and written communication skills necessary to communicate effectively at all levels
  
• Ability to proactively manage customer accounts and identify areas of potential risk for the business.
  
• Strong time management, organisational and prioritising skills with the ability to multi-task in a fast paced, dynamic and high performing environment
  

To apply please click on the "Apply" button below and complete our online application form.