You will be the first point of contact with the client in order to support them, solve their queries in a timely manner or direct them to the relevant departments for the information they require. Your objective is to follow up customer queries, inform them, assist them and deal with their complaints to ultimately help build customer loyalty and improve retention rates.
Your Responsibilities:
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Maintaining a positive understanding of allocated clients’ briefs and requirements, and ensuring that these are kept accurate and up to date
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Responding to client-communicated changes to brief and set up, ensuring that all requests are accurately logged, communicated and followed up with the client
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Providing advice and guidance relating to change requests, and ensuring an in-depth
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Knowledge of the media monitored by Onclusive in order to aid in this process
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By taking a keen interest in their allocated clients, the Client Services Manager is expected to proactively identify and anticipate their needs
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Communicating with the client to understand and address reported issues, either
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through direct action or interfacing with the relevant group or department
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Ensuring that all reported issues are accurately logged, investigated,
resolved and followed up with the client
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Ensuring close and well-coordinated communication with the wider Customer Support department in relation to both service provision and client contact and relationships
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Confident user and trainer of Reputation platform and all other platforms, products and services we offer
Who you are:
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Extensive knowledge and experience of Client Support processes
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Demonstrable record of providing excellent proactive service and support
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A team approach, communicating effectively with colleagues to achieve best working practices
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A good working knowledge of the Company’s media products and production techniques
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Analytical and problem solving skills
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Ability to plan, prioritise and deliver to tight deadlines
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Organisational, administrative and technical skills
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A high level of interpersonal and influencing skills