Key Accounts and Admin Associate  

Job Summary:

The Key Accounts and Admin Associate is responsible for efficiently managing client inquiries, issues, and support requests while maintaining a strong focus on customer experience. The role also includes providing support by updating basic operational reports as needed, ensuring smooth and continuous reporting processes. The role will focus on assisting Clients and Advocates but must also be knowledgeable in responding to inquiries from new customers or leads.

Focus Area:

1. Customer Support

Engages with clients’ and advocates’ end-to-end process through chat, calls, and email inquiries in a professional and timely manner, providing accurate information and effective solutions.

Maintains accurate records of customer interactions, complaints, and resolutions in Pancake CRM and assigned trackers.

Must be knowledgeable in handling lead inquiries and work as back-up for Lead Engagement Associate.

• Service Quality
• Coordination
• Operational Reports
• Performance Metrics and Collaboration
• Performs other tasks that may be assigned from time to time.

• Bachelor’s degree in business or a related field.
• Preferably with work experience in customer support or service
• Customer-centric approach with a focus on satisfaction and issue resolution.
• Good communication and interpersonal skills
• Good problem-solving and decision-making skills
• Ability to think and respond quickly, maintaining composure even in high-pressured situations
• Adaptable and thrives in a fast-paced and changing environment.