Business Accounts Manager in Thrissur

A Business accounts Manager plays a crucial role in ensuring positive customer experiences and satisfaction. Business accounts Manager will be reporting to PDM • COO • CEO 

Responsibilities: 

• Develop a deep understanding of the company’s software products and services. Stay updated on new releases, features, and updates to provide accurate information to customers. 
• Provide prompt and effective customer support via various channels such as phone, email, chat, and ticketing systems. Assist customers with technical issues, troubleshooting, and problem resolution related to software usage. 
• Communicate effectively with customers, ensuring clear and concise explanations of technical concepts or solutions. Collaborate with internal teams, including development and QA, to convey customer feedback and escalate issues when necessary. 
• Contribute to the creation and maintenance of customer-facing documentation, such as FAQs, user guides, and knowledge base articles. Ensure that documentation is up-to-date and reflects the latest product features and troubleshooting steps. 
• Assist customers in the onboarding process, guiding them through product setup, configuration, and usage. Provide training sessions or resources to help customers maximize the value of the software. 
• Utilize issue tracking systems to log and manage customer-reported problems. Work closely with the development team to prioritize and resolve issues in a timely manner. 
• Gather customer feedback on software functionality, user experience, and potential enhancements. Relay feedback to the product development team for consideration in future releases. 
• Monitor and measure customer satisfaction metrics. Identify opportunities for improvement in customer service processes and advocate for positive changes. 
• Collaborate with other departments, such as Sales, Marketing, and Product Development, to ensure a seamless customer experience. Stay informed about industry trends, best practices, and emerging technologies to provide informed support and advice to customers. 
• Stay informed about industry trends, best practices, and emerging technologies to provide informed support and advice to customers. 
• Ensure compliance with company policies and procedures, especially those related to customer interactions and data privacy. In a dynamic field like software development, flexibility and adaptability are essential qualities for a Business Accounts Manager. They need to keep up with evolving products and technologies while providing excellent support to customers. 

Requirements:

• Proven customer support experience or experience as a Business accounts Manager. 
• Strong phone contact handling skills and active listening. 
• Customer orientation and ability to adapt/respond to different types of characters. 
• Excellent communication and presentation skills. 
• Ability to multitask, prioritize, and manage time effectively. 
• High school diploma/Graduation/Degree in related areas Manage large amounts of incoming phone calls. 
• Generate sales leads. 
• Identify and assess customers’ needs to achieve satisfaction.
  Build sustainable relationships and trust with customer accounts through open and interactive communication. 
• Provide accurate, valid and complete information by using the right methods/tools. 
• Meet personal/customer service team sales targets and call handling quotas. 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 
• Keep records of customer interactions, process customer accounts and file documents. 
• Follow communication procedures, guidelines and policies. 
• Take the extra mile to engage customers.Manage large amounts of incoming phone calls. 
• Generate sales leads. 
• Identify and assess customers’ needs to achieve satisfaction. 
• Build sustainable relationships and trust with customer accounts through open and interactive communication. 
• Provide accurate, valid and complete information by using the right methods/tools. 
• Meet personal/customer service team sales targets and call handling quotas. 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 
• Keep records of customer interactions, process customer accounts and file documents. 
• Follow communication procedures, guidelines and policies. 
• Take the extra mile to engage customers.

Working Conditions :

• Normal working hours of the company is from 10:00 AM to 6:00 PM on every Monday to Saturday (except second and fourth Saturdays). 
• Office will remain closed on all Sundays, second and fourth Saturdays and on other public holidays. 
• All the employees may need to work extra time as and when required, depending on the nature of work. 
• The Employees may need to visit the client sites as and when required.