ERP Client Care Officer

About the Job

• Receives, analyzes, and reports customer complaints.
• Refers major hardware/software problems to service personnel/development department for correction.
• Follows up periodically with clients to ensure their continuous smooth operation and satisfaction with company products/services.
• Reports any service defects to management on a daily basis.
• Analyzes customer reported problems and reports to appropriate channels problem areas in products.
• Responsible to coordinate with Sales, Project Managers and other key functional areas to ensure overall customer satisfaction within portfolio.
• Responsible to tracks and follows up with other departments to ensure customer complaints are fully resolved.
• Recommends new strategies, product features, new services, new procedures for enhancing client satisfaction.
• Acts as a liaison between technical department at Microtech and customers using the software in regards to system effectiveness, modification requests, performance issues, new applications, etc.
• Provide on-site, customer support to assigned portfolio of customers.
• Implement Customer retention strategies.
• Responsible for contract renewal and account “saves” in assigned portfolio.