Key Accounts Associate

Stonebridge Hr Solutions; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company in the repair services sector is seeking a Customer Relationship Manager to oversee the customer journey from service requests to resolution. This role requires strong interpersonal skills and experience in account management, ensuring a seamless customer experience while collaborating with corporate partners and internal teams. The ideal candidate will have a passion for enhancing customer satisfaction and be adept at problem-solving in a fast-paced environment.

Qualifications

• 3+ years Key Accounts experience required.
• Understanding of insurance and repair services is beneficial.
• Willingness to work alternating weekends and public holidays.

Responsibilities

• Serve as the primary contact for corporate insurance partners and customers.
• Coordinate and schedule repair services efficiently.
• Handle escalations and resolve service-related issues.

Skills

Exceptional people skills

Problem-solving

Critical thinking

Verbal communication

Written communication

Organizational skills

Attention to detail

Multitasking

Customer service

Account management

Education

Grade 12

Tertiary qualification

Tools

CRM systems

Scheduling tools

Microsoft Office

Job description

This will be on a 3-month contract (Probation) and then full-time.

Requirements:

• Grade 12; Tertiary qualification will be beneficial but not essential
• 3+ years Key Accounts experience
• Understanding of insurance, repair, damage reporting, etc.

Skills and Attributes:

• Exceptional people skills with a customer-first approach
• Strong problem-solving and critical-thinking abilities
• Proven ability to work in a fast-paced, results-driven environment
• Excellent verbal and written communication skills
• Strong organizational skills with attention to detail
• Experience in customer service, account management, or operations coordination (preferably in repair services, insurance, or related industries)
• Ability to multitask and manage competing priorities
• Proficiency in CRM systems, scheduling tools, and Microsoft Office
• A passion for continuous improvement and enhancing the customer experience
• Willing to work alternating weekends and public holidays

Position overview: You will play a critical role in managing the customer journey, from service requests to final resolution, while maintaining strong relationships with corporate partners and insurance clients.

Responsibilities:

1. Serve as the primary point of contact for corporate insurance partners and customers.
2. Coordinate and schedule appliance and electronics repair services efficiently.
3. Gather and process damage reports and repair documentation for insurance claims.
4. Ensure a seamless customer experience by providing clear communication and timely updates.
5. Analyse customer interactions and feedback to improve service quality and satisfaction.
6. Work closely with repair technicians to ensure timely and accurate repairs.
7. Handle escalations and resolve service-related issues with professionalism and urgency.
8. Maintain detailed records of service requests, customer interactions, and resolutions.
9. Collaborate with internal teams to optimize operations and enhance customer journey strategies.
10. Manage relationships with third-party agents conducting jobs on behalf of Mastercard, ensuring they meet performance expectations and driving results.
11. Understand and adhere to each corporate account's rates and Service Level Agreements (SLAs), ensuring compliance.

Please note: Only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.