Key Account Support Manager

2 weeks ago

Jakarta, Indonesia Humana International Full time

**Below is the detail

**Area**

**Accountabilities**

**Main Accountabilities**
- Ensure selective accounts are provided top-quality and best-in-class customer service - customized where

required - in a cost effective way whilst enhancing customer loyalty
- Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in

competitive offerings
- Ensure pro-activity and flexibility, while maintaining responsiveness in servicing customer requirements up to

customer satisfaction
- Benchmark service delivery parameters against leading companies including competitors to ensure services

provided by the Key Account team are comparable with best practices while remaining cost effective
- Support all key account functions in terms of customer complaints, claim handling, problem solving and tailored

services to support the business imperative ICCC (Insanely Customer Centric Culture) and strategic plans in

alignment with Express focus strategy
- Obtain customer feedback on our service delivery performance to enhance the customer relationship and

explore new business opportunities
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value

added services (e.g. SI, TDD, EXT and the use of ESS tools)**People Management**
- Identify training needs and opportunities to develop a highly skilled CS workforce
- Plan, organize and direct an efficient and effective team of customer service professionals
- Develop IKOs / KPIs with team members and monitor individual and team performance
- Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional

and Country objectives and targets

**Functional Experience**
- Minimum 10 years of relevant experience in customer services function with leadership responsibility
- Manages and leads team through expertise in most or all areas within customer services**Required Skills**:
Service Delivery New Business Opportunities People Management Customer Requirements Problem Solving Customer Satisfaction Strategy Customer Service Leadership Business Training Management

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