Kerja Separuh Masa, Client Services Executive - Client Support Executive - Client Account Manager di MASTERY HIRE - Maukerja

Role Description

Maintain positive client relationships through responsive service, effective issue resolution, and coordinated account support. Understand client needs, manage expectations, and work with internal teams to deliver agreed services, strengthen satisfaction, and support retention.

Key Responsibilities

• Serve as a contact for assigned clients, providing accurate information and timely updates.
• Coordinate onboarding, documentation, service arrangements, and account changes.
• Record enquiries, requests, and complaints in CRM or service management systems.
• Resolve routine issues and escalate complex matters with clear supporting information.
• Track service commitments, outstanding actions, and resolution timelines.
• Coordinate with sales, operations, finance, and technical teams to address client needs.
• Prepare account reports, meeting materials, and follow-up summaries.
• Gather feedback and identify opportunities to improve service quality.
• Monitor relationship health and flag satisfaction or retention risks.
• Support renewals, proposals, contract administration, and billing enquiries within delegated responsibilities.
• Identify relevant additional services and coordinate opportunities with commercial teams.
• Protect confidential information and follow approval and data handling procedures.

Role-Specific Responsibilities

• Client Services Executive: Coordinate day-to-day service delivery, client communications, onboarding, and follow-up activities.
• Client Support Executive: Manage incoming enquiries and support cases, troubleshoot routine issues, and coordinate resolution with specialist teams.
• Client Account Manager: Own assigned client relationships and account plans, lead review meetings, and coordinate retention, renewals, and growth opportunities.

Qualifications

• Relevant experience in client services, customer support, account management, or a related field.
• Strong communication, listening, and relationship-building skills.
• Ability to understand client requirements and manage expectations professionally.
• Strong organizational skills and consistent follow-through.
• Good problem-solving skills and sound judgment when escalating issues.
• Familiarity with CRM systems, support tools, spreadsheets, and presentation software.
• Ability to collaborate across teams and manage competing priorities.
• Attention to detail and discretion when handling sensitive information.
• A diploma or degree in business, communications, marketing, or a related field, or equivalent practical experience.
• For account manager roles, experience independently managing a client portfolio and supporting retention or commercial targets.

Preferred Qualifications

• Relevant industry knowledge and familiarity with the services provided.
• Experience coordinating onboarding, service reviews, or complex support cases.
• Familiarity with service-level agreements, renewal processes, and contract administration.
• Experience preparing account plans and identifying expansion opportunities.
• Additional language skills relevant to the client base.

Scope by Role

• Client Services Executive: Focuses on service coordination and ongoing client communication.
• Client Support Executive: Focuses on enquiry handling, troubleshooting, and support case resolution.
• Client Account Manager: Leads relationship management for assigned accounts, with accountability for retention and commercial outcomes where assigned.