Afrirent Holdings is looking for a Key Account Executive (KAE) to create, build and maintain good and solid customer relationship, monitor customer satisfaction and act where appropriate, ensure contract compliance processes are implemented and monitored, and ensure revenue collection through accurate and timeous billing. This individual will be required to travel inbetween the Northern Cape and free State .

Duties and Responsibilities

Client Management

• Builds and maintains effective internal and external relationships with stakeholders to promote business continuity and drive retention and growth

• Manages the relationships with customers by meeting with customers regularly in order to understand their concerns, resolve queries and ensure that SLA’s are monitored and complied with

• Collaborates closely with the Call Centre and Administrators

• Resolves administrative queries in order to ensure speedy resolutions and enhance customer satisfaction levels

• Understands customers’ requirements and makes recommendations for improvements and enhancements

• Coordinates and manages change control processes to ensure that contract amendments are continuously approved, updated and meets the clients’ needs and operational requirements

• Assists with and coordinates ad hoc customer requests for additional vehicles and / or services

• Attends to non-technical customer queries and provides resolutions in accordance with agreed SLA’s

• Takes accountability for queries received from customers and coordinates activities with the Call Centre Agents, Administrators and other relevant internal departments to resolve customer queries

• Manages and maintains updated customer profiles, data and all related information to enhance the overall customer experience

• Follows up with the customer and Finance to resolve invoice queries and outstanding customer accounts / payments in order to manage debtors’ age to less than sixty (60) days

• Coordinates accurate revenue collection and timeous submissions of invoices to the customer

• Obtains finalised / signed maintenance rebill authorisations from the client so that funds can be recouped by Afrirent

• Provides feedback to all stakeholders on the status of scheduled work on fleet vehicles

• Manages relationships and communication channels with new and potential clients

• Manages relationships with suppliers and service providers to ensure effective delivery on the projects

• Lodges insurance-related claims and manages the status of claims until all claims are finalised / closed

Administration and Reporting

• Captures and accurately updates all client information

• Conducts comprehensive asset reconciliations and submits reports for review and approval

• Schedules and conducts detailed vehicle audits and physical inspections according to approved standard operating procedures

• Compiles and submits reports on the utilisation of vehicles / contract activities

• Identifies and reports on customer and fleet risks

• Collects and analyses data and statistics to identify gaps and trends, and makes recommendations for improvements

• Submits reports on targets achieved, changes implemented and recommended improvements

• Provides feedback and recommendations on identified issues and improvements

• Identifies and implements innovative and proactive solutions to improve customer satisfaction levels

• Monitors and reports on the achievement of internal and external Service Level Agreement (SLA) targets

• Identifies customer trends e.g. recurring complaints and queries

• Monitors customer satisfaction feedback and levels and makes recommendations for enhancements

Knowledge

• Building and maintenance of good customer relations

• Own and drive service improvement projects according to sound project management principles.

• Prepare Reports for client and management

• Compile Monthly Client Reports;

• Handling of queries (internally and externally)

• License renewals for Afrirent vehicles

• Traffic fine management

• Cost Management;

Competencies

• Fleet Telematics

• Full Maintenance Leasing (FML)

• Road Traffic Act

Skills

• Communication

• Time Management

• Contract Management

Qualifications

• Certificate (NQF level 5) in Customer Care / Administration / Fleet Management (Minimum)

Experience and Requirements

• 3 years’ experience in a client care / client management environment

• 3 years’ fleet industry experience

• Code 08 Driver’s Licence

Benefits

• Relocation package may be offered, if necessary

• Cell phone Allowance will be provided

• A company car with a fuel card will be provided

Job Type: Full-time

Pay: From R123 456 789,00 per month

Work Location: In person