Alberton: Business Development and Portfolio Management posted by ICTEngage

We are seeking a proactive and client-focused Customer Service / Client Relationship Executive to join our clients dynamic team. This role is ideal for a candidate with strong communication skills and experience in customer engagement, account growth, and product support within the ICT and Office Automation industries.

The successful candidate will be responsible for nurturing client relationships after the initial sale, ensuring customer satisfaction, identifying upselling opportunities, and providing product training where required with a big focus on Microsoft 365 products. This role requires a balance of service excellence and commercial awareness, with the aim of driving long-term value within existing accounts.

Key Responsibilities

Client Relationship Management

• Build and maintain strong, trust-based relationships with clients after products and solutions have been sold.

• Conduct regular client visits to provide support, review satisfaction levels, and ensure continued service excellence.

• Act as the main point of contact for all customer queries, resolving concerns promptly and professionally.

Upselling and Account Growth

• Identify opportunities for upselling and cross-selling within existing accounts by understanding client needs and usage.

• Present additional solutions and services that add value to the clients business.

• Work with the sales team to align upselling opportunities with overall business growth strategies.

Customer Support and Training

• Provide training and demonstrations to clients on products and solutions purchased.

• Ensure clients fully understand the functionality, benefits, and best practices of the products in use.

• Monitor client usage and feedback to recommend improvements or upgrades.

Administration and Reporting

• Maintain accurate records of client interactions, visits, and service requirements in the CRM system.

• Prepare reports on client satisfaction, account activity, and upselling opportunities.

• Ensure service-level agreements (SLAs) are monitored and upheld.

Requirements

Experience

• Minimum 2 years experience in customer service, account management, or internal sales (preferably within ICT, telecoms, or office automation).

• Proven track record of maintaining strong client relationships and identifying upselling opportunities.

• Experience in delivering product training or demonstrations advantageous.

• Proficiency in CRM systems and strong knowledge of Microsoft 365.

Skills and Competencies

• Excellent communication, presentation, and relationship-building skills.

• Customer-centric mindset with the ability to balance service with commercial goals.

• Strong problem-solving abilities and a proactive approach to client engagement.

• Organized and detail-oriented, with the ability to manage multiple client accounts.

Personal Attributes

• Professional, approachable, and service-driven.

• Self-motivated, with the ability to work independently and as part of a team.

• Goal-oriented with a passion for ensuring client satisfaction and account growth.