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German or French Account Manager

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  • Date Listed 24/11/2017
  • Location
  • Advertised By Agency
  • Job Type Full-Time
About the Job

Job Purpose:

You are a high performing customer orientated account manager, who will take full responsibility for a portfolio for French or German partners. Focused on delivering superior customer experience, meeting and exceeding business targets, reducing churn and increasing renewals. With your proactive, collaborative and solution oriented style, you will excel at delivering optimum satisfaction levels to our partners through inbound and proactive outbound activities.

Key Responsibilities include:

  • Deal with incoming calls and emails from partners within a similar environment to a call centre
  • Manage the business relationship for a portfolio of diverse partners, providing product insight and support to ensure the best client experience for our partners
  • Engage with partners and conduct regular reviews to provide the highest level of customer service
  • Actively contribute to maximising product usage and promote additional options and flexibility to help partners achieve and improve their targets and deliver renewals (upsell)
  • Work in close collaboration with customer service and partner relations contracting teams to deliver product enhancements and new requests
  • Gather all data on concerns, determine root cause and seek out solutions or escalate as needed
  • Proactively identify other areas of improvement to enhance the overall customer experience

Essential Competencies/ skills :

  • 2-3 years previous customer service experience
  • Excellent communication skills, verbal and written
  • Fluent in French and professional English (spoken)
  • Strong organisational, time management and problem solving skills
  • Highly customer focussed, courteous and professional in approach
  • Strong relationship building and influencing skills
  • Ability to work autonomously and collaborate effectively in a team
  • At ease with MS Office and experience using CRM tools is a plus

To better serve our partners, shift work (Mon – Sat, 8am – 8pm) and French public holidays will apply

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