Company Description

Providing water, energy and waste management solutions for 160 years, Veolia offers public authorities and industries with a range of water, energy and waste management services vital to human development and sustainable growth in 48 countries around the world. We continue to adapt and innovate inline with economic growth and human development by designing and implementing solutions that will have a positive impact on the environment and resources. As Veolia Resourcers, our goal is to build a better 21st century.

In the Near & Middle East, Veolia works with industries, governments and communities, retail and commercial businesses to deliver innovative and sustainable solutions that are needed today and in the future. Through public-private partnerships and innovative contractual schemes, Veolia is committed to achieving quantifiable results with sustainable, pragmatic environmental solutions.

Key figures:

• More than 3,000 employees in the Near & Middle East (in addition to the 5,000 for Enova which reports directly to Veolia AMO, for Facility Management and energy Efficiency contracts in the ME)
• A strong local network across the region (UAE, Oman, Qatar, Bahrain, Kuwait, KSA,Lebanon,Jordan, Turkey)
• 30 years of sustainable partnerships with more than 6,000 reference

Position Summary:

As a Key Accounts Manager for Customer Service you will be responsible to oversee all aspects of the key accounts\' experience, including customer relation and debt collection.

You will be in charge of identifying and addressing the problems and obstacles that cause the accumulation of debt, while enhancing the quality of service.

Key Responsibilities:

Key Account Management

• Build and maintain strong relationships with key accounts, ensuring their satisfaction and addressing their needs promptly and effectively.
• Oversee all aspects of the customer journey, from on-boarding to ongoing support, to ensure a seamless and satisfactory experience.
• Serve as the primary point of contact for key accounts, addressing their inquiries, concerns, and requests promptly and professionally, and resolving any conflicts that may arise.
• Monitor and manage the timely collection of dues from key accounts, resolving any payment-related issues and ensuring compliance with company policies.
• Regularly call and meet the customers on the pending balance list to reduce and collect the debts,
• If needed, initiate legal proceedings for debt collection, in collaboration with the management and Ajman Sewerage

Process Improvement

• Analyse the customer service database to identify trends, pain points, and areas for improvement, and develop strategies to enhance the overall key accounts experience.
• Collaborate with cross-functional teams to implement improvement plans based on the analysis of customer service data, aiming to enhance customer satisfaction and operational efficiency.
• Record and archive all interactions with the key accounts, in compliance with relevant laws, regulations, and contractual obligations in all customer service activities, leveraging legal knowledge and background, if applicable.
• Prepare regular reports on key account activities, collections performance, and improvement initiatives, providing insights and recommendations to the management team.

Required Skills:

• Language Proficiency: Fluent in Arabic and English, with exceptional written and spoken communication skills in both languages. Native or near-native proficiency in Arabic is mandatory to cater to the local customer base.
• Relationship Management: Proven track record in building and maintaining strong customer relationships, demonstrating exceptional interpersonal and negotiation skills.
• Data Analysis: Strong analytical skills with experience in analysing customer service databases to identify trends, pain points, and improvement opportunities.
• Legal / Contractual: Knowledge or experience in legal and/or contractual matters related to customer service, letters, contracts, or compliance is a plus.
• Customer Focus: Deep understanding of customer needs and a commitment to delivering outstanding service experiences.
• Problem-solving: Strong analytical and problem-solving abilities to address customer issues and find effective solutions.
• Attention to Detail: Meticulous approach to data accuracy, account management, and documentation.
• Team Player: Ability to collaborate and coordinate effectively with cross-functional teams to achieve common goals.
• Multitasking: Excellent organizational and time management skills, with the ability to handle multiple priorities simultaneously.
• Independence: Proven ability to work independently, taking initiative and driving projects forward with minimal supervision

Qualifications

Educational Level:

• Bachelor degree or equivalent

Experience:

• Minimum of 5 years of experience in Key Account Management, Customer Service, or a related field.
• Min 3 years experience in the GCC

Licenses and Certification:

• Driving License

Additional Information

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

Veolia