Client Management Specialist

iStore iSend; Puchong; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in e-commerce is seeking a proactive Client Management Specialist/Executive to enhance client relationships and ensure their success. You will play a key role in account management, problem resolution, and providing deep product knowledge. Ideal candidates will have a Bachelor's degree and relevant experience in e-commerce, with strong communication skills in English and Mandarin.

Qualifications

• Minimum 1-2 years experience in e-commerce management.
• Fluency in English; Mandarin is an advantage.

Responsibilities

• Build and maintain strong relationships with clients.
• Investigate and resolve client complaints.
• Collaborate with internal teams to ensure client satisfaction.

Skills

Client Engagement

Problem Resolution

Product Knowledge

Collaboration

Upselling and Cross-Selling

Education

Bachelor’s degree in E-Commerce/ Business Administration Management/ Marketing/ Finance

Job description

We are looking for a proactive and highly ambitious Client Management Specialist/Executive (Strategic Partnership) who will handle our client accounts. You will build and maintain a strong relationship with clients, be the lead point of contact for all key client matters, anticipate the client's needs, ensure targets for the client are met, and help the client to succeed.

Key Responsibilities:

1. Client Engagement

• Build and maintain strong relationships with clients through regular communication, ensuring they feel valued and supported.
• Regularly communicate with clients via phone, email, and in-person meetings to address queries, concerns, and feedback.
• Serve as the main point of contact for client inquiries, resolving issues efficiently and effectively.

2. Problem Resolution

• Investigate and troubleshoot client complaints or problems, working collaboratively with internal teams to ensure prompt resolution.
• Escalate complex issues to the appropriate departments and follow up to ensure resolution.
• Monitor client satisfaction levels and take proactive measures to prevent recurring issues.
• Maintain a proactive approach to addressing client concerns, seeking to exceed expectations in problem resolution.

3. Product Knowledge

• Develop a deep understanding of our company's products, services, and offerings to provide comprehensive assistance to clients.
• Educate clients about new features, products, and services that could benefit their business or organization.
• Provide training and resources to help clients maximize the value they derive from the company's offerings.

4. Collaboration

• Collaborate with internal departments, including sales, IT support, and operations, to ensure a seamless client experience throughout their journey.

5. Upselling and Cross-Selling

• Identify opportunities for upselling and cross-selling additional products or services to existing clients based on their needs and preferences.

Requirements:

• Experience in account management, retail procurement or project management in the fields of e-commerce
• Experience with online marketing/ merchandising is a plus
• Bachelor’s degree in E-Commerce/ Business Administration Management/ Marketing/ Finance is preferred
• Fluent and proficient in English language, Mandarin will be an added advantage
• Minimum 1- 2 years experience in eCommerce Compulsory criteria in eCommerce knowledge.