Jun 18
Regarding client interaction, cancellations, and comments, the Client Experience Team is directly involved. As the main point of contact for customers, client experience support will offer help, advice, and troubleshooting to guarantee optimal customer satisfaction and utilization of goods and services. This position needs a blend of technical know-how, communication prowess, and empathy to address client questions and issues.
Handle administrative duties including email management, data entry, customer support across multiple channels, research tasks, billing, and miscellaneous assignments.
Prepare and distribute reports, presentations, and other materials as needed.
Manage client databases and ensure accurate and up-to-date records.
Serve as a primary point of contact for client concerns or issues that require resolution from the Client Experience Specialist.
Collaborate within the Team to investigate and address escalated concerns on time, focusing on enhancing overall client satisfaction.
Communicate effectively with clients to provide updates and ensure satisfaction throughout the escalation process.
Collaborate with cross-functional teams to ensure smooth product launches and updates.
Provide clients with relevant resources, updates, and insights to help them maximize the value of products or services.
Identify trends or patterns in client interactions to anticipate needs and provide personalized support.
Knowledge
Sound comprehension of customer service practice
Technical aptitude and ability to rapidly learn new software and platforms.
Understanding of general Client issue resolution principles.
Strong stakeholder management experience.
Skills
Well developed interpersonal skills.
Highly organised with the ability to multitask, prioritise and manage time effectively.
Highly developed written and verbal communication skills
Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom and Google Suite.
Ability to adapt and respond to different situations
Handle complaints, provide appropriate solutions and alternatives within the company’s Service Level Agreement and follow up to ensure resolution
Strong stakeholder management skills.
Experience/Education
A minimum of two years working in a client facing role, or client experience management.
Experience supervising others in a virtual setting.
Competencies
Managing and Measuring Work.
Motivating Others
Emotional Intelligence
Integrity
OD/TDW Product Knowledge
Quality Focused
Market Knowledge
Documentation Skills
Active Listening Skills
Speaking over the phone skills
Conflict resolution skills
Multitasking
Patience
Empathy
Negotiation skills
Positive Attitude
Attention to Detail
People Oriented
Analytical
Problem Solving
Organisational Skills
Adaptability
Ability to Work Under Pressure
The company caters to a global customer base, and occasionally the ability to change your hours to support the team and clients in alternative time zones.
The company will occasionally require out of hours event support, of which you will be given advance notice of.
Interstate or overseas travel may be required to support business operations.
Compliance with all policies and guidelines outlined by the business (including Workplace, Health & Safety)
Ad-hoc duties as assigned.