Client Services Specialist

International SOS; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

International SOS recherche un Client Success Specialist pour rejoindre une équipe dédiée à la gestion des comptes Tier 2. Vous serez responsable de la communication avec les clients, de la résolution des problèmes et de la formation sur les produits et services. Le candidat idéal aura une expérience en service client B2B, des compétences en gestion de projet, et la capacité de travailler dans un environnement international. Une attention particulière aux détails et des compétences en résolution de problèmes sont essentielles.

Qualifications

• Minimum 1 an d'expérience dans les services aux clients avec des entreprises internationales.
• Expérience en livraison de services B2B.
• Compétences en gestion de projet et capacité à travailler dans un environnement multiculturel.

Responsibilities

• Gérer les comptes Tier 2 et soutenir les clients.
• Communiquer efficacement les mises à jour et répondre aux demandes des clients.
• Former les clients sur l'utilisation des solutions.

Skills

Problem-Solving

Client Service

Project Management

Communication

Attention to Detail

Organizational Skills

Job description

The Client Success Specialist will be part of a team that will handle all requests, queries sent from our Tier 2 clients and sales team the EMEA region. This client base represents more or less 80% of our EMEA portfolio.

The Client Success Specialist team is a front line, customer facing and customer advocate team, responsible for answering client requests, questions or issues related to all International SOS products and services. The Client Success Specialist team also support the adoption of solutions for the client base thanks to reports and tools allowing this team to identify adoption issues and support a plan of actions.

Key responsibilities

• Manage Tier 2 Accounts : Collaborate with the team to support and manage accounts.
• Implementation Continuity : Ensure smooth transitions post-onboarding.
• Client Communication : Keep clients updated and follow up on requests.
• Support Teams : Assist Account Management / Business Development remotely.
• Complaint Handling : Acknowledge and resolve client complaints.
• Hypercare Process : Address critical issues for at-risk Tier 2 clients.
• Internal Liaison : Coordinate operational and administrative tasks.
• Client Training : Educate clients on using solutions effectively.
• Feedback Capture : Gather client feedback for product improvement.
• Data Accuracy : Ensure data reliability with clients.
• Status Reports : Provide regular updates to clients.
• Remote Training : Conduct training sessions remotely.
• Travel Fairs : Engage with clients at travel fairs.
• Utilization Reports : Prepare and present activity reports.
• Product Knowledge : Stay updated on product developments.
• Confidentiality : Handle sensitive information responsibly.
• Additional Tasks : Be flexible with other assigned tasks.

About you

Required Work Experience

• Advanced Product Knowledge
• Problem-Solving for Non-Standard Requests
• 1+ Year in Client Service with International Corporates
• B2B Enterprise Service Delivery Experience
• Global Exposure
• Project Management Skills
• International Market Experience
• Relationship Building
• Cross-Functional Collaboration
• Professional Communication
• Team Commitment
• High-Level Customer Service
• Innovative Solutions
• Attention to Detail
• Organizational Skills
• Delivering Results : Meet customer needs and achieve goals.
• Following Instructions : Adhere to procedures and schedules.
• Working with People : Understand, listen, and support others.
• Audience Awareness : Respond professionally to stakeholders.
• Writing & Reporting : Communicate clearly and effectively.
• Applying Expertise & Technology : Use and share technical knowledge.
• Analysing : Break down information and solve problems.
• Learning & Researching : Quickly learn and gather information.
• Planning & Organising : Set objectives and manage time.
• Creating & Innovating : Generate new ideas and solutions.
• Adapting & Responding to Change : Adapt to new circumstances.
• Coping with Pressure : Stay productive and positive under pressure.
• Achieving Goals : Tackle goals enthusiastically and seek development.
• Upholding Values : Adhere to principles and values.

Language and other skills

• Ability to speak another language relevant to location is desirable - Arabic, Spanish, French, German
• Ability to communicate in English fluently (oral and written).
• Innovative, creative problem solver with an eye for detail and accuracy.
• Self-motivated and self-starter enjoys high level planning as much as detailed tasks.
• Ability to work in a multi-lingual, multi-cultural environment

Travel / Rotation Requirements

• No travel required except for internal trainings or events
• Occasional in country client visit if required