Key Duties and Responsibilities:

Ensure formal communication with customers at onboarding on dunning process/dates and payment options.
Ensure targeted accounts for dunning are alerted formally prior to the activity.
Maintain a database for client addresses and other contact details to facilitate contact or engagement.
Ensure timely escalation of queries for resolution.
Update clients for new developments in the business.
Drive Customer Experience through constant engagement with account SPOCs and decision makers in companies that leads to higher retention, creation of more business. opportunities and building an environment that fosters timely payments.
Make welcome calls to new customers after service. commissioning as allocated by Lead corporate relationships.
Educate customers on all company processes.
Share any leads for prospective business with sales team.
Proactively engage customers in case of service interruption due to system failures, non-payment, and system/Network upgrades.
Provide timely feedback to customers through proper follow up with cross-functional department to ensure services are provided to customers as per SLAs i.e. billing, activation and complaint resolution.
Ensure customer issues are resolved within SLA.
MIS Reporting.