Customer Service Account Representative

About the RoleAs a Customer Delivery Associate, you’ll be the first point of contact for client queries, taking ownership of inquiries, requests, and issues from start to resolution. You'll work closely with internal teams to ensure timely and effective solutions, while also contributing to service improvement initiatives and ensuring the highest levels of client satisfaction.Key ResponsibilitiesCustomer Support (50%)Manage a shared inbox for client inquiries and requestsCoordinate responses and solutions with internal teamsHandle escalations and arrange renewal meetingsMaintain detailed client recordsData & Reporting (25%)Compile reports, metrics, and graphical dataTrack service levels, financial, and resource metricsMaintain accurate client documentationReports (15%)Attend remote service reviews and create client reportsMonitor and report on SLAsPromote best practices in service managementContinuous Improvement (10%)Identify areas to enhance client experience and internal processesCollaborate on improvement initiativesParticipate in ongoing training and developmentIdeal Candidate Profile1–2 years in customer service or sales (preferably in IT)Proficiency in Microsoft Office SuiteExcellent communication, organisation, and time managementAbility to manage multiple priorities in a fast-paced environmentStrong interpersonal skills and attention to detail

Created: 2025-08-01