Description

Performance Indicators

Customer Support

Customer liaison for High Value accounts.
Professional and courteous customer services with customers and internal stakeholders.
Document actions, minutes and specifics relating to meetings attended with customers and capture in the CRM same day.
Escalate customer concerns including the issues, the reasons, the justifications and offer options for consideration if applicable.
Assisting management in presenting to customers key messaging and objectives on a per case basis.
Timely response to customer queries

Valuable contribution to customer queries and an effort to resolve and satisfy the customer always

Assess and escalate customers issues with clear messaging being prepared and presented to management

Maintaining accurate corporate customer records

Receive and process all new customer contracts within the ERP and the CRM system.
Determine the contract start, service start and end dates.

Approach the customer for further information relating to the contract details as required.
Ensure that fees and charges are applied as per the contract and within the agreed timeframes.
Other commercial details of the contract updated including tariff escalation formulas, penalties and KPI's and correspondences (if applicable).
Track all customer correspondence in accordance with Tasleem policies in the CRM system.
Accuracy of the CRM and ERP information
Fees and charges applied correctly and on agreed dates

Amendments are captured in the CRM and ERP in a timely manner
Periodic review of the customer data with the Objective to refine, update and maintain accurate data

Customer reports

Understand or clarify the business objectives and requirements when customer reports are requested and prior to commencing the work.
Analysing data to determine relevant information and include this in the report.
Ensure that the report clearly supports, refutes or is misaligned with the business objective and include commentary as to why or what has led to the outcome.
Produce reports that are simple to read and convey key messages in accordance with principal standards/requirements
Align the outputs as per the requestors requirements

Policies & Procedures

Follows all relevant Department/Unit policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
Ensuring the organization adheres to legal frameworks in areas such as discipline & grievance, redundancy, and employment law.
Guidance and support in HR Policies & Procedures

Health, Safety & Environment

Ensure compliance to all relevant health, safety, and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, and a responsible environmental attitude.
Guidance and support in HSE policy
Report any safety incidents and near misses