Client Account Representative (Agency Account Manager)

This is a remote position.

Location: Remote (Malaysia, KL/Selangor preferred in case there's any management offsite)

Role:

The Client Account Representative is a vital position that merges the roles of Relationship Manager and Project Coordinator to deliver exceptional service to client accounts and leads. Serving as the primary point of contact, they build and maintain strong relationships with existing clients, offering personalized attention and support throughout their journey with the company. They also engage leads with a customer-centric approach, establishing rapport and understanding their unique needs to facilitate efficient lead conversion and provide support to drive results for customers.

In addition to their relationship management responsibilities, the Client Account Representative takes charge of various projects and initiatives related to client accounts and lead engagement. They ensure seamless project execution, enhancing operational workflow and meeting project objectives within set timelines.

By combining their skills as a Relationship Manager and Project Coordinator, the Client Account Representative maximizes customer satisfaction and retention. Your dedication to exceptional service and effective project management makes them a crucial driver of customer success, business growth, and operational efficiency. Acting as a bridge between the company and its clients, they play a pivotal role in fostering strong relationships and ensuring a positive and rewarding experience for clients and leads at every touchpoint, contributing to the company's overall success and reputation.

Responsibilities:

The key responsibilities of the Client Account Representative encompass a wide range of tasks and duties focused on delivering exceptional customer service, maintaining strong relationships with clients and leads, and ensuring smooth operations. Here are the key responsibilities of this role:

Customer Relationship Management and Engagement: Engage with existing customers or potential leads in a customer-centric manner. Provide personalized attention and information to nurture the relationship and build a strong foundation for potential future ascension into our programs or products.

Customer Satisfaction: Focus on delivering a seamless and enjoyable experience to customers, ensuring their interactions via various platforms such as Gmail, Facebook, Telegram and WhatsApp with the company are positive and rewarding. Strive to exceed client expectations and achieve high levels of customer satisfaction.

Account Management: Manage the account by understanding the specific needs, preferences, and goals. Communicate regularly and tightly cross department (marketing, fulfillment and trainer departments) to provide updates, address concerns, and offer solutions to enhance the delivery of the account experience.

Joint Venture Client Relationship Management: Build and maintain strong relationships with existing clients in joint venture partnerships. Serve as the primary point of contact for clients, ensuring their needs are understood, addressed, and exceeded. Foster a sense of trust and loyalty with clients, acting as their advocate within the company.

Project Coordination & Events Planning: Oversee various projects and initiatives related to the account and lead engagement. Create and update checklists, processes, and systems to ensure efficient project execution and operational workflow. Excellent planning capabilities and manpower allocation across different projects and conducting of clear, concise briefing to all stakeholders involved in projects assigned so that the event runs smoothly.

Team Collaboration: Collaborate with the Fulfillment Department, Marketing Department, Junior Client Account Representatives, Sales teams, and other departments as needed to delegate tasks, coordinate efforts, and ensure effective project execution.

Problem Resolution: Handle complex customer grievances and find effective solutions to maintain strong and professional relationships with customers.

Data Management: Maintain accurate and organized records of client interactions, project details, and other relevant information.

Reporting: Provide regular reports on project progress, customer feedback, client feedback, and overall account management to relevant stakeholders and management.

Training and Mentoring: Train and mentor Junior Client Account Representatives to ensure consistent and high-quality service delivery across all channels.

Continuous Improvement: Continuously seek opportunities for process improvements and enhanced customer experiences. Proactively identify areas for growth and development within the role and the company.

Results:

Increased and Maintained Customer Satisfaction: Achieve and maintain a 85% customer satisfaction score, as evidenced by positive feedback and reviews from customers post-campaign. Implement strategies to enhance the overall customer experience across various communication platforms.

Efficient Account Management: Ensure efficient and organized account management by demonstrating a clear understanding of program needs, effective communication with internal departments, and the timely resolution of issues. Strive for seamless coordination between different departments for optimal campaign delivery.

Successful Project Execution: Oversee successful project coordination, event planning, fulfilling components delivery and ensuring all projects are executed with precision in a timely manner. Meet project deadlines, allocate resources effectively, and deliver clear, concise briefings to stakeholders for smooth event execution.

Drive Business Growth and Revenue Generation: Through maintaining and rolling out initiatives to increase current workshop show up percentage, interview show up percentage and farming application percentage.

Effective Problem Resolution: Demonstrate the ability to handle complex customer grievances promptly and find effective solutions. Ensure that all customer issues are addressed professionally, maintaining positive relationships with clients.

Streamline Project Execution and Operations: Implement new processes and checklists to improve operational workflow and efficiency, reducing errors and bottlenecks. Maintain up-to-date records and ensure 100% accuracy in project data management

Requirements

Availability and Flexibility: Available to work on weekends. Not every weekend has events, but many of our events occur during this time and may require traffic control duties.

Additionally, candidates should be flexible enough to adapt to international schedules, including overnight shifts, to accommodate global market needs.

Candidates should be efficient in managing their time and open to either adjusting work hours or claiming overtime compensation as needed

Industry experience working in an agency before is a plus

Interpersonal Skills: Exceptional interpersonal skills and communication abilities to engage effectively and build strong relationships with clients and customers. Exceptional command of English both written and spoken as clientele is international

Proactive Mindset: Demonstrate a proactive and solution-oriented mindset, with the ability to anticipate client needs and prepare to deliver exceptional service.

Education: Degree in Mass Communication, Marketing, Hospitality or equivalent.

Technical Skill Set: Great with G Suite: Gmail, Google Documents, Google Drive, etc.

Benefits

Remote Working Flexibility

The employee by default works remotely, subject to the nature and requirements of their role. It's important to note that certain tasks, such as participation in events or activities requiring physical presence, must be fulfilled on-site.

13th Month Salary

A guaranteed 13th-month salary paid in January, with the amount prorated for employment less than 12 months.

Medical, Dental, and Optical Allowance

An annual medical allowance of up to RM 500 for treatment and medicine.

An annual dental and optical allowance of up to RM 500 for treatment (excluding aesthetic purposes).

Discretionary Benefits

The employee may be eligible for a discretionary bonus based on performance, granted at the Company's sole discretion.

Others:-

Public Holidays & Off-In-Lieu

The employee will observe public holidays as per Kuala Lumpur National Holidays. If required to work on a public holiday, Malaysian employees are entitled to Off-In-Lieu.

Annual Leave

Upon confirmation, the employee is entitled to 14 days of annual leave per calendar year, with proration as necessary.

For each full year of service, the employee is entitled to an additional day of annual leave.

Unused Annual Leave: With the Company's approval, the employee may either roll over up to 50% of unutilized annual leave to the next year (max 21 days) or opt for cash-in-lieu.

Medical and Compassionate Leave

The employee is entitled to 14 days of medical leave and 3 days of compassionate leave per calendar year upon confirmation.