Key Accounts Executive (KAE)

Purpose of the Role

The Key Accounts Executive (KAE) is responsible for building, managing, and maintaining strong relationships with existing and potential customers to ensure service level agreements (SLAs) are consistently met and high-quality service is delivered. The role supports customer account management through resolving queries, assisting with invoicing and collections, submitting reports, and conducting periodic vehicle audits to ensure optimal fleet performance and customer satisfaction.

Minimum Requirements

Education • Certificate (NQF Level 5) in Customer Care, Administration, or Fleet Management • Code 08 Driver’s Licence

Advantageous • Diploma (NQF Level 6) in Customer Care, Administration, or Fleet Management

Experience • Minimum 3 years’ experience in a client care or client management environment • Minimum 3 years’ experience in the fleet industry

Advantageous • Local Government experience • Government sector exposure

Key Responsibilities

Client Relationship Management • Build and maintain strong relationships with internal and external stakeholders • Conduct regular customer meetings to understand needs, resolve issues, and ensure SLA compliance • Manage communication channels with new and existing clients to drive retention and growth • Monitor customer satisfaction and recommend improvements

Customer Service & Query Resolution • Take ownership of customer queries and ensure timely resolution • Collaborate with Call Centre, Administrators, and internal departments to resolve issues • Address non-technical queries in line with SLA requirements • Identify recurring issues and implement proactive solutions

Contract & Change Management • Coordinate and manage contract changes and amendments • Ensure all updates meet customer and operational requirements • Assist with ad hoc customer requests (e.g., additional vehicles or services)

Financial & Billing Support • Follow up on invoice queries and outstanding payments • Work with Finance to maintain debtor age below 60 days • Ensure accurate and timely submission of invoices • Obtain client approvals for maintenance rebill authorisations

Fleet Monitoring & Audits • Conduct vehicle audits and physical inspections in line with SOPs • Perform asset reconciliations and submit reports for approval • Monitor fleet performance and identify risks • Provide feedback on vehicle status and scheduled work

Reporting & Analysis • Compile and submit reports on fleet utilisation and contract performance • Analyse data to identify trends, gaps, and improvement opportunities • Report on SLA performance, targets achieved, and recommended improvements • Provide regular feedback to stakeholders on account performance

Supplier & Stakeholder Coordination • Manage relationships with suppliers and service providers • Ensure effective service delivery and project execution • Manage insurance claims from initiation to closure

Key Competencies • Strong relationship management and customer service skills • Excellent communication and stakeholder engagement • Analytical thinking and problem-solving ability • Strong organisational and coordination skills • Attention to detail and accuracy • Ability to work under pressure and meet deadlines

Key Performance Indicators • SLA compliance and customer satisfaction levels • Reduction in outstanding debtor days (≤ 60 days) • Timely resolution of customer queries • Accuracy and timeliness of reporting • Effective fleet monitoring and audit execution • Customer retention and account growth

Pay: From R30 000,00 per month

Work Location: In person