customer support manager

The Customer Support Manager plays a crucial role in assisting the
Client Relationship Manager in ensuring excellent customer service and
fostering long-term relationships with clients. This position is
responsible for providing administrative support and coordination to
enhance client retention efforts streamline processes timely payment
collections and improve overall client satisfaction.
Key Responsibilities:
Maintain accurate and up-to-date client records in the CRM system
Administrative Tasks
- Cross-verification of invoices against order forms ensuring the
inclusion of all price uplift rates; ensure the accuracy of all
billing details including the receipt and acknowledgement of
general administrative tasks including checking
correct order processing liaise with Order Management for amending
invoices license swaps work with vendor registration support teams
to ensure timely payments.
- Update contacts with transactions in GSI sold to and e-billing
generate renewal Order Forms
2. Client Communication:
- Serve as a point of contact for supporting client inquiries
ensuring prompt and courteous all renewal notices
are prepared correctly and dispatched on time. Help CRM find
contacts in LinkedIn track usage and provide key highlights of
usage patterns Help with various ad hoc marketing event invites.
3. Documentation and Reporting:
- Assume ownership of tracking and maintaining implementation logs for
all new installations.
- Act as a point of contact for low-value customers effectively
liaising with them on behalf of the Client Relationship Managers
4. Process Improvement:
- Identify opportunities to streamline administrative processes to
enhance efficiency collaborate with cross-functional teams like
CRMs Order Management and Credit Control/Collections teams to
implement process and improving the list of
pending/ overdue renewals by following up with both internal and
external stakeholders
5. Payment Collection Tasks:
- Maintain a structured approach to payment adherence Act as an
Intermediary between CRM and Collections on outstanding invoices
- Ensuring payments are made in accordance with established schedules
and update Account Receivable file in a timely manner.
Qualifications:
- Bachelors degree in business administration marketing or a related
field (preferred).
- Proven experience in administrative support roles customer relations.
- Proficiency in CRM software and MS Office Suite (Word Excel
PowerPoint).
- Excellent communication and interpersonal skills organizational
skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and collaboratively within a team.
- Customer-focused mindset and dedication to client satisfaction.

Required Skills:

WORD