Job Description
Role Summary : We are on the lookout for an accomplished Account Management Representative with a minimum of 2+ years of extensive experience in the e-commerce sector, particularly serving US, UK, Australian, and Canadian markets. The role demands a candidate with a proven track record of managing high-value corporate accounts, such as those of American Express, and leading qualified teams to deliver exceptional customer service and account growth.
Key Responsibilities
Oversee a team of account management professionals, ensuring the delivery of premium customer service and the achievement of retention and growth targets.
Develop and sustain strong relationships with key decision-makers across a portfolio of high-profile accounts, driving revenue and ensuring compliance with service agreements.
Manage complex customer queries, issue resolution, and service enhancements by leveraging advanced CRM and telephony systems.
Utilize analytical skills to interpret data trends and provide insights for strategic decision-making, with a mastery of Power BI and Excel.
Design and deliver comprehensive training programs to enhance team capabilities and drive performance.
Drive the adoption of AI technology within the account management process to streamline operations and improve customer engagement.
Implement and maintain e-commerce platforms, ensuring seamless order management, fulfillment, and quality control.
Work closely with internal stakeholders, including Business Development, Design, Production, and Technology teams, to deliver cohesive customer solutions.
Requirements
Educational Qualification: Bachelor's Degree in Business Administration, Marketing, or a related field. Master's degree preferred.
Experience
At least 2+ years of experience in account management within the e-commerce industry.
Experience managing corporate accounts for American or international clients, particularly in the financial services sector.
Proven experience in a contact centre environment, leading and managing teams.
Technical Skills
Expertise in Power BI and advanced Excel for data analysis and reporting.
Proficient with AI technology and adaptive CRM systems.
Familiarity with modern telephony systems and their integration with customer service operations.
Behavioural Skills
Exceptional communication and interpersonal skills.
Strong analytical and problem-solving capabilities.
Strategic thinking with an ability to lead team initiatives.
High level of adaptability to new technologies and changing business needs.
Demonstrated leadership and team management skills.
Commitment to continuous improvement and professional development.
What We Offer
A competitive salary package with performance incentives.
Opportunities for professional growth and leadership development.
A dynamic and supportive work environment.
Access to cutting-edge technology and tools.
The chance to work with a diverse, global team.
Shift Timing: 5:00 PM 2:00 AM
Working Days: Monday to Friday (Saturday & Sunday Off)
