Customer Support Executive

Send applications to chantelle.murray2@keppeldc.com

The Customer Support Executive (CSE) at KDCR is responsible for providing a highly positive customer interface and ensuring the quality of the services delivered to clients. Responsibilities also include account management, operational service delivery reporting and mapping, general administration duties and management of communications in line with company process and procedures. 

To ensure proactive customer contact to effect service improvements and to identify opportunities to provide additional services so as to meet or exceed customers’ expectations. Deputise for the Compliance and Client Services Manager in their absence.

DUTIES:

Client Facing - The CSE is required to engage with clients and internal stakeholders, present services and solutions, identifying new opportunities and resolve any issues/conflicts that may arise regarding client service delivery.

 

Instigate and thereafter manage Service Review Meetings with major customers to:

- review SLA performance results in line with agreed standards,

- identify current or potential service issues or problems,

- explore solutions for problems or issues raised,

- identify service actions that underscore the Keppel DC commitment to “deliver an always on ethos”

- Manage and minute all customer business reviews and ensure actions and follow up items are carried out in a timely manner

- Maintain the customer complaints log and ensure that any complaints registered are dealt with effectively to prevent reoccurrence.

Service Reporting: The CSE has responsibility for creating and delivering monthly operational service reports which meet client SLAs and to highlight any non-compliances.

- Deliver continuous improvement and manage a process of logging and managing all customer interactions so that customer service can be continually monitored and customer expectations exceeded.

- Maintain the contract database ensuring all relevant information is accurate and up to date and liaise with the finance team where necessary to ensure commercial agreements are up to date.

- Responsible for ensuring customer satisfaction reports are carried out and any actions highlighted are reported and addressed.

General Administration and Management: The CSE has responsibility for organising, documenting and reporting on internal Management and Operational meetings, Client and IT Vendor Meetings, creating internal technical documentation as maybe required, assisting with proposals; client RFIs/RFPs.

Communications: The CSE will communicate all necessary information effectively and form part of the Operational and Business Continuity team. The CSE will act as the communications channel in conjunction with the Client Services Manager during any site incidents and log and update all customers during an incident.

SKILLS

• Strong customer relationship skills and ability to instil customer confidence through a positive approach, coupled with an ability to

• resolve customer issues

• Proven negotiation skills and ability to influence others at different levels to facilitate cross-functional problem resolution

• Ability to effectively communicate technical issues and ensure full understanding

• Problem solving and analytical diagnostic skills

• Committed to continuous learning

• Well-developed organisational skills

• Ability to handle and interpret data, including statistics charting

• Report writing skills

• Team working skills

• Influencing skills

• Ability to work under pressure and keep calm in a crisis

KEY PERFORMANCE MEASURES

• Continuous improvement in customer satisfaction

• Service Review Meetings are in place and agreed improvement actions implemented

• Contractual SLA’s are measured and adhered to

• Procedures for recording and managing customer interactions in place

• Feedback provided to customers to address concerns in a timely fashion

• Increased revenues through additional sales to existing clients

• Customer complaints are acknowledged within 8 hours and addressed within 5 working days.

WORK EXPERIENCE/QUALIFICATIONS - REQUIREMENTS

• 3 years’ experience in an Account Management, Customer facing role.

• Excellent communication skills and fluent in English.

• Proficient in Microsoft Office

• Technical and report writing experience.

PREFERRED KNOWLEDGE / EXPERIENCE

• Experience working in a Hosting, Managed Services or Data 

• Centre environment

• ITIL Foundation Certified

Send applications to chantelle.murray2@keppeldc.com