Executive Manager Business Service Account Management

Job Summary

• Manage SAM team to provide support to the premier BU customers, by being the customer focal point for all issues, maintain BU customer satisfaction by facilitating the issue resolution in co-ordination with the BU internal and external functions
• Manage SAM team in handling business customer issues and resolutions with the prescribed Service Level Agreements.
• Liaise between Mobily and its business customers, resolving customer issues by efficient complaint management.
• Manage the conduct of business service review with clients to receive feedback regarding BU products and services
• Acquire customer needs through regular interaction with customers using the communication channels like SAM visits, telephone, email and official letters.
• Facilitate to resolve customer’s issues and provide regular progress update, for issues that might be complex and long-standing.
• Generate clear report that reflects the customer service provided by the organization along with the feedback
• Perform other duties as required by higher levels of management.