Deskripsi Pekerjaan
Are you an experienced Account Operations Executive looking for a challenging new opportunity in service delivery? Join Morgan McKinley’s dynamic team in the Central Region and become the primary escalation point for our clients on all service delivery matters.
In this pivotal role, you will ensure seamless service delivery by managing client expectations, resolving complex issues, and coordinating with internal teams to maintain the highest standards of operational excellence. Your ability to handle escalations with professionalism and efficiency will directly contribute to client satisfaction and long-term partnerships.
Key aspects of the role include:
- Acting as the main point of contact for client service delivery escalations
- Monitoring service levels and ensuring contractual obligations are met
- Identifying opportunities for process improvements to enhance service efficiency
- Collaborating with cross-functional teams to resolve operational issues
- Preparing reports and maintaining accurate records of interactions
- Supporting the account management team in client reviews and meetings
To succeed, you should possess strong communication and problem-solving skills, a background in administration or account operations, and a client-centric mindset. This is an excellent opportunity to develop your career within a reputable company that values its employees.
Tanggung Jawab
- Serve as the primary escalation point for clients on service delivery matters
- Monitor and manage service level agreements (SLAs) to ensure compliance
- Coordinate with internal departments to resolve client issues promptly
- Provide regular updates to stakeholders on service delivery performance
- Identify and implement process improvements to enhance operational efficiency
- Prepare and present service delivery reports to management
- Support the onboarding of new clients and ensure smooth transition
- Maintain accurate documentation of all client interactions and escalation procedures
Kualifikasi
- Diploma or degree in Business Administration, Management, or related field
- Minimum of 2-3 years of experience in account operations, service delivery, or client management
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal abilities
- Proven experience in handling client escalations and complex queries
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Familiarity with CRM software is an advantage
- Ability to work independently and as part of a team