The Client Experience Team is directly involved with client engagement, cancellations, and feedback across Outsourced Doers.
Client Experience Support will be the primary point of contact for clients, providing assistance, troubleshooting, and guidance to ensure maximum satisfaction and use of products or services. To effectively respond to client inquiries and concerns, this role requires a combination of technical expertise,communication skills, and empathy.
Position Tasks and Responsibilities
- 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
Other Position Requirements
- 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.