Within our Competence Management service, selected professionals don’t just join a project, or position – they become valued members of the SWICON team. Our colleagues are our top priority: we offer personalized support, dedicated attention, and a true professional community – because no one is just a number here. This people-first approach has earned us multiple HR awards. Join us and be part of an inspiring, future-driven, and recognized team!
Introduction
Swicon Group is one of the leading members of the IT arena for almost a decade, since 2017 present also in Romania. Our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance and telecommunication companies, as well as large FMCG corporations and SSCs amongst our highly prestigious partners.
Tasks
This role is responsible for nurturing key customer relationships, resolving complex issues, and using data-driven insights to drive improvements. The role manages partner relationships, communicates performance updates to management, and develops personalized initiatives for customer retention and growth.
Responsibilities:
- Develops and maintains strong, long-term relationships with key customers
- Serving as the primary point of contact for complex issues and strategic discussions.
- Handles and resolves customer issues and escalations leveraging in-depth knowledge of organization products and services.
- Leverages data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement
- Manages and strengthens relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs.
- Provides regular updates to the management on customer engagement performance and strategic initiatives.
- Develops and implements personalized engagement initiatives to enhance customer retention, loyalty, and advocacy.
- Collaborates closely with other departments to improve solutions and ensure seamless customer interactions.
- Provides mentorship and training to junior customer engagement managers
- Ensures that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.
- Stays abreast of emerging technologies and innovative solutions to enhance customer engagement and streamline processes.
- Understanding billing terms and also meeting deadlines regarding sending invoices to clients
- Works with the Team Lead to keep a track of billed and unbilled accounts, providing fast and accurate statuses when requested.
Expectations
· First level university degree
· Typically, 3-5 years of related experience
· Advanced knowledge of English
· Proficiency in Microsoft Office (mostly Excel)
Employer's offer
· Meal tickets
· Salary package: 8000 ron net
· Medical subscription at Medicover
· 24 days annual leave
· Hybrid work: 2-3 days/week at the office (Pipera)
· Schedule: Monday to Friday, 09:00-18:00
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