Service Delivery Account Manager
7 months ago
**SERVICE DELIVERY ACCOUNT MANAGER**
**Functional Scope**
The Account Management team is primarily responsible for achieving the Corporate Renewal objective set and the delivery of the Power Choice Electricity Plus Program. Service Delivery Account Manager(s) are accountable for a defined set of customers and must manage them in accordance with company policy set to the product level they have committed to.
**Role Skills and Experience**
- Possess at least Diploma/Advanced/Higher/Graduate Diploma in Others or equivalent
- Excellent English verbal and written communication skills
- At least 2 year(s) of telesales or direct telemarketing experience in the related field is required for this position
- Required Skills: Telesales, retentions, customer service in a call centre environment, dealing with people, sales, complaints handling
- Preferably specialized in Customer Service/Telesales/Call Centre or equivalent
- Proven experience working in a business-to-business services environment
- Demonstrated track record of high conversion rates
- Minimum intermediate skills in MS Office
- Minimum familiarity with using a CRM and accurate database management processes
- Understanding of current issues concerning the energy consumption market for businesses - desirable
- Excellent and articulate phone manner
- Strong numeracy and analytical skills
- Good eye for detail and accuracy
- Excellent time management and prioritization skills
- Demonstrated client-centered focus approach at all times
- Well-developed communication skills, written and verbal
- Responds well to change and is adaptable to changing circumstances
- A willing and supportive team player
- Can work independently
- Able to work to a GMT+10 timezone
**Role Responsibilities**
- Engaging with our customers over the phone daily assisting them to manage their electricity contracts and helping them to understand the benefits of our services and assisting them to better manage their business
- Managing the renewal process for allotted accounts achieving the company expected retention rate in accordance with company policies and procedures
- Presenting and closing Energy and Metering Contracts to “Metering Only” customers achieving the company expected conversion rate
- Manage the Electricity Plus Program in accordance with company policy and quality guidelines. Note this process is constantly evolving to meet both the customers and companies’ requirements
- Maintain accurate records and data integrity in the Customer Relationship Management (CRM) system, Customer Management System (CMS), and appropriate calendars
- Assisting as required fellow service delivery account manager(s), settlements team, and engineering if required
- Identifying product and systems improvements
- Any other tasks/duties as directed from time to time by management
- Respond/allocate inbound queries from customers
**Renewals**
- Manage Renewals in accordance with company policy/procedure to ensure existing clients renew/upgrade their contracts with Power Choice.
- Manage your nominated customers ensuring superior service standards are provided at all times, resulting in high levels of retention and customer satisfaction
- Make outbound calls to existing clients advising of forward contracting opportunities, energy education and savings initiatives, detailed analysis of energy consumption/usage behaviour from energy data
- Submit quotation requests to Engineering for tender production
- Present Acquisition Summary and/or other product solutions proposed by the Engineering Team
- Educate and guide clients through the required documentation to completion
- Ensure clients who do not renew either their Energy and/or Metering Contracts updated/maintained in the CRM as a future prospect
- Work in accordance with legal and statutory requirements, company policies, and procedures.
- Create and maintain Account Management ISO documentation as required
- Commit to following principles of “The Power Choice Way”
- Work within the constraints of the company quality system and workplace health and safety measures
- Perform tasks in a timely, cost-effective, and auditable manner
- Explore the level of satisfaction with Power Choice and determine their requirements for continuing to do business with the company
- Any other tasks as reasonably directed.
**Laptop and PC Requirements for Work from home / Hybrid Arrangement**
These are the minimum system requirements we are looking for a remote/hybrid working staff that we want to hire:
- Must be Minimum windows 8, 10, 11 / Mac 12.X or higher.
- Internet Speed must be above 20Mbps UP and Down.
- Anti-Virus and Firewall must be enabled.
- The system must have a minimum of 20 GB of disk space on the C drive.
- System RAM must be a minimum of 8 GB.
- Processor: 1 gigahertz (GHz) or faster process
- Must have a backup internet connection
- Best but not required to have a backup laptop or computer if the current computer fails.
**Salary**: R
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