customer relationship ExecutiveWestcon-Comstor

Job Description
JOB SUMMARY
As a member of our Customer Experience, you will be responsible for ensuring customer satisfaction by providing excellent customer service to customers - both internal and external - through telephone and email interactions. The role will require a high level of professionalism and the ability to juggle multiple priorities whilst ensuring a consistent level of support to our customers.
DUTIES AND RESPONSIBILITIES
*Be the first point of contact for all customer questions and problems that occur "post sale" i.e. after deal is won and customer order entered into ERP
*To monitor, manage and report on customer activity, post-sale
*Amend customer orders as required
*Become involved in customer invoice dispute resolution
*Obtain and examine all relevant material/information to assess the validity of any complaints, determine possible causes and suggest resolutions
*Recommend improvements to processes and procedures based upon customer feedback
*Manage key internal and external stakeholder relationships to increase value for customers
*Seek continuous process improvements within Operations teams
*Act as a role model within the team, driving the principles of service excellence throughout
*Managing high volumes of customer requests through workflow system meeting and exceed defined SLA's and team objectives
*Support partner engagement and uptake of business tools such as Partnerview
*Seek continual improvement around existing customer engagement models
*Develop and drive alternate customer engagements throughout operations
*Project Management
POSITION REQUIREMENTS
*Intermediate Excel Skills
*Microsoft Office Knowledge
*Strong problem solving skills - proven experience in understanding and solving problems
*Ability to work independently, with little supervision and high self-motivation and energy levels
*General knowledge in IT
*Knowledge and understanding of the ICT channel highly desired
*Effective communication skills - both verbal and written
*SAP experience preferred but not required
*Excellent administrative skills with attention to detail, proactive follow-up and efficient time management
*Proven organisational skills.
*High level of attention to detail
*Good literacy and numeracy skills.
*PC literacy - Outlook, Excel, Word and familiarity using web-based applications
*Demonstrated ability to undertake detailed analysis and reporting.
*Strong Problem solving skills - proven experience in understanding and solving problems
Westcon Solutions is a member of Westcon Inc., Group, a global value added distributor of category-leading unified communications, infrastructure and security solutions with a global network of specialty resellers. Westcon Solutions is a regional distributor focusing on the distribution of security and value added IT products. Working closely with leading vendors, Westcon Solutions provides sales and technical support in the security, optimization and monitoring space to partners and customers around the region. We are currently an Authorized Training Centre for Check Point and looking to expand into more vendor certified courses.
Westcon-Comstor

Manila City, Metro Manila
Permanent
Full-time