Account Manager
Description:
TitleAccount Manager
Job Description
KEY RESPONSIBILITIES:
Consulting and Support Services
Face to Face client visits;
Statistical Analysis
Stock Control
Sales
Query Resolution
Administration
Achieve Financial Targets
Personal Development
Up-sell solutions from the group
Analyse customers transactional processing and devise strategies to maximise and optimise collections
CORE RESPONSIBILITIES:
Face to Face Visits
Develop call cycle planning;
Make the required travel arrangements and accommodation bookings;
Visit all assigned within specified call cycle period;
Build strong relationships with all customers;
Obtain site visit signatures on all visits completed;
Install products and equipment at the client site and train the client on the use thereof, as and when required;
Provide clients with in-depth training.
Statistical Analysis
Perform statistical analysis on all clients processing to identify areas of improvement and growth;
Present statistical analysis to all clients;
Provide improvement recommendations / ideas to clients based on statistical analysis performed;
Monitor client performance to identify trends and track improvements;
Advise merchants of trends identified;
Identify possible fraud risks and/or misconduct associated with clients' business practices and report these to the relevant manager;
Inform client of any trends identified with client staff where it is possibly negatively affected client overall performance.
Conduct bank reconciliations and analysis as required
Stock Control
Assist with the tracking of stock on site level;
Assist clients with the ordering of required stock (as and when required);
Assist with the recovery of stock at sites (as and when required);
Ensure that NuPay equipment is properly maintained on site level.
Identify opportunities to offer value-added services to clients and implement those services, as and when required;
Identify opportunities to improve the clients' service offerings and sell where possible, tailor-made products and solutions to the client;
Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.
Query Resolution
Log queries raised by clients with the company's second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved.
Keep client data and site visit information up to date on company systems daily;
On the first day of every month, submit a monthly report to the Regional Manager;
On the first day of every month, submit all expense claims and reconciliations thereof, to the Regional Manager.
Achieve Financial Targets
Through consulting and support services as well as sales activities, achieve monthly and annual financial targets.
Personal Development
Keep clients and colleagues informed and updated on payments industry and all applicable legislative requirements and changes, as and when required;
Keep up to date on all product, system, industry, and legislative changes;
Complete the actions detailed in your personal development plan as per company policy, successfully.
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
ACS Field Services.
NuPay Central Admin.
NuPay Sales.
NuPay / Delter Contact Centre.
Business Support.
Billing Department.
Marketing Department.
Development Team.
Reception
Finance.
Reasons for Interaction:
Support services for terminals in field.
Support services for sales applications.
Sales Leads and Assistance.
Telephonic support to Account Manager clients.
2nd Line Query Resolution Support
Client Billing and Settlement query resolution.
Client marketing related material and functions.
UX ideas and escalated query resolution.
Accommodation Bookings.
Financial Payments / Refunds.
External:
NuPay Merchants
Courier Services
Reasons for Interaction:
Visiting Merchants
Collection / Delivery of NuPay Terminals
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
Matric
Professional Qualifications
B-Com Degree / Diploma (Preferred)
Years of Experience
Minimum 2 Year Experience in a Customer Service / Account Management Role
Other requirements
Bilingual in English and Afrikaans.
Fluency in English is mandatory.
Strong oral and written communications skills.
Excellent MS Excel skills.
Working experience on MS products (Excel, Word, Powerpoint and Outlook).
Organisational and prioritisation skills.
Knowledge of the micro finance industry and some working experience in this industry is preferred.
Technology and system savvy.
Analytical skills.
Sales experience skills.
Ability to maintain supreme levels of ethical behaviour and confidentiality.
Ability to identify opportunities for improvement
Advanced MS Excel skills - Knowledge on V:lookups, H:lookups, Pivot Tables and IF formulas. (short courses attended).
Education
Languages
R-8089