Relationship/ Accounts Manager

2 weeks ago


Manila, Philippines Life Interiors Full time

Life Interiors is a leading Australian Designer Furniture & Homewares digital brand that has been operating for over 15 years in E-commerce. We are a fast-growing company, made up of carefully selected experts in every sector of the business. We have built a team we are proud of and are on the hunt for a new memberWe are a dynamic & hard working team, who are looking for our next Relationship/Account Manager role to come & join us & be a part of our amazing journey.The role involves dealing with customers post purchase. The successful candidate will be someone who is highly resilient, can focus when under pressure, empathise with customers & make the most of a bad situation, has a keen eye for detail and can pick up processes and systems quickly.Key Responsibilities:Customer Engagement and Relationship Building:*Serve as the first point of contact for customers, providing a friendly and professional experience.*Build rapport and establish trust with customers to understand their needs and preferences.*Proactively communicate with customers to provide updates, answer questions, and resolve concerns.Escalation Handling:*Respond promptly to customer escalations, ensuring issues are resolved efficiently and effectively.*Coordinate with internal teams, such as logistics, warehousing and buying, to address complex problems.*Document escalations and resolutions to identify recurring trends and propose improvements.Retention and Problem Solving:*Engage with customers who express dissatisfaction or indicate they may cancel their orders, identifying the root cause of their concerns.*Offer tailored solutions, such as alternative products, delivery adjustments, or discounts, to retain their business.*Follow up with customers to ensure satisfaction after resolving issues or preventing cancellations.Proactive Support:*Monitor customer accounts to identify potential issues, such as delayed orders or unmet expectations, and address them before they escalate.*Provide insights and feedback to the team about common customer concerns and opportunities for improvement.Administrative Tasks:*Maintain accurate and up-to-date records of customer interactions in the CRM system.*Prepare reports on customer retention rates, escalations, and resolutions for team review.*Assist with the onboarding of new customers, ensuring they have a smooth and positive experience.What we offer:Starting 45K plus, depending on work experience (Tax-Free)13th-month performance based bonusAnnual performance based salary increaseHMO for you + 1 Free Dependent after 6 months10 days Vacation Leave5 days Sick Leave3 days extra PTO (holiday seasons)Fixed Morning ShiftPermanent Work From Home Setup



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