Summary
The Key Accounts Service Executive is responsible for managing and servicing high-value fleet and corporate clients by ensuring seamless coordination of vehicle servicing, issue resolution, and customer communication. The role acts as a central point of contact between key accounts and internal aftersales functions, maintaining full visibility over vehicle status, service progress, and customer satisfaction.This position goes beyond transactional service delivery — it plays a critical role in strengthening customer relationships, driving retention, and identifying opportunities to enhance service value. The executive is expected to balance operational coordination, customer experience, and performance targets (such as CSI), while ensuring compliance with internal standards and service excellence.
Tasks
- Achieve assigned web-based training targets
- Ensure delivery of high-quality service to key accounts to drive customer acquisition and retention
- Maintain full visibility on vehicle status, condition, and location at all times
- Handle key account vehicles and customer complaints within authority limits
- Track all key account vehicles (location, status, condition)
- Prepare weekly reports covering vehicle status, locations, and conditions
- Align customers with the nearest Authorized Service Outlet (ASO) for service/repairs
- Coordinate with ASO engineers for technical support, especially in upcountry locations
- Liaise with technical teams for emergency and advanced support cases
- Achieve Customer Satisfaction Index (CSI) targets
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Education
Graudate of automotive engineering, Mechanical Engineering or a related field
Experience
Minimum 2 years of experience in a similar role, with proven ability to work independently.
Skill
- Customer Relationship Management
Ability to build trust with key accounts, manage expectations, and maintain long-term partnerships
- Fleet & Service Coordination
Strong ability to track multiple vehicles, manage service flow, and ensure operational efficiency
- Data Tracking & Reporting
Capable of collecting, analyzing, and presenting data (vehicle status, service progress, KPIs)
- Problem Solving & Issue Resolution
Handles complex service issues, complaints, and escalations with structured thinking
- Cross-Functional Coordination
Effectively works across departments (workshop, parts, technical teams) to deliver results
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Competencies
- Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals.
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
- Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
- Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
