QUALIFICATIONS AND JOB DESCRIPTION
· University Degree
· Previous experience in a Cards sales or sales support role, supporting a team and demonstrating business acumen and customer focus
· Open and supportive personality
· Good command of English language
· Good PC skills, working knowledge of CRM tools
İŞ TANIMI
Purpose
Responsible to support from the office a group of Field Based Account Managers/Key Account Managers (FBAMs/KAMs) and their related Customers’ portfolio in all sales phases and including after sales issue resolution and support, being the key office contact point for all the other parties involved in Customer touchpoints (as Credit, CSC, Card Services, Retail Sales and Operations) and being resolution owner (as applicable) for inquiries and disputes that requires sales business involvement.
Key Accountabilities· Support Account Managers with pre-vetting (credit approval) of prospects including the usage of any applicable tool
· Coordinate Service Providers required to implement the offer and push delivery of CVPs (Road Services, Pricing)
· Support Bid / Tender Proposals
· Support Account Managers in gathering the necessary data and documents required to trigger Customer Setup and Amend processes, including Direct Debit Mandates forms, Road Services and contract
· Ensure compliance with the Sales Contract and Pricing policy for all Customers; be gatekeeper, ensuring all information provided to set-up a new cards customer is complete and right first time, a customer offer is compliant with the offer book, and supported by the required evidence of approval per Manual of Authorities MOA
· Contact Platinum and Gold customer directly to obtain any further required information or document (Follow up for missing information on PLATINUM/GOLD applications)
· Contact Platinum and Gold customer proactively to inform them or gather information for operational and credit related issues/activities.
· If required, Scan and store required information for relevant parties to access and send any paper document to physical storage onshore in line with archiving legal requirements
· Make sure the application is submitted to the relevant functions according to the Customer Setup process in place and make sure Customer Setup for Platinum/Gold customers is executed timely and with the due accuracy meeting the requests made by Customers (Monitor completion of SET UP activities and identify / esclate any delays)
· Route New Business requests (Silver, Gold, Platinum) received from CSC to appropriate Sales Person
· Support CSC Back Office for follow up for missing information for customer AMENDMENTS
· Receive and follow-up, amendment data requiring business approval for requested change (Platinum and Gold Customers)
- Supports the overall sales process for FBAMs/KAMs assigned to her/his portfolio including welcome/first cold calls, visit, offers and tender preparation
- Support for FBAM/KAMs assigned to her/him in coordinating any operational or contractual issues including management of visit agenda and processing of visit reports and meeting agenda
- New customers welcome and support. Provide support to customers around administrative support as a follow up to AM activities (e.g. to check whether admin help is required, if all documentations are understood, liaise with customer staff to complete complex request)
- proactively ensure customer satisfaction through after sales outbound calls as follow up from AM sales
- Provide relevant training to customer around CVP elements such as SCOL, e-alert, EID and local card systems.
- Act as a focal point, on behalf of the FBAM/KAMs assigned to her/him for any internal issue (credit, CSC, territory managers etc.) and further cascade information to relevant internal parties where necessary
· Receive CRM workflow items, resolve them in the agreed SLA and complete the item in the system
- In exceptional circumstances, supports Customers directly with ad-hoc reports. If such reports represent a permanent requirement from the Customer, support AMs in the process of up-selling Customer with MI standard tools (such as SCOL, BCI, EID, BO) or escalate to marketing team for the necessary product developments.