Senior Client Services Representative

Talogy; Guildford; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Senior Client Services Representative, der die Kundenbetreuung auf ein neues Niveau hebt. In dieser spannenden Rolle sind Sie für die Unterstützung von Kunden und die Zusammenarbeit mit verschiedenen Abteilungen verantwortlich, um sicherzustellen, dass Projekte reibungslos ablaufen. Sie werden die Möglichkeit haben, Ihre Fähigkeiten in einem dynamischen Umfeld zu nutzen, während Sie mit modernen Technologien arbeiten und zur kontinuierlichen Verbesserung der Kundenerfahrung beitragen. Wenn Sie eine Leidenschaft für Kundenservice und Projektmanagement haben, ist dies die perfekte Gelegenheit für Sie!

Qualifications

• Erfahrung im Kundenservice und Fähigkeit, neue Systeme schnell zu erlernen.
• Nachweisliche Fähigkeit zur effektiven Zusammenarbeit und zur Lösung von Problemen.

Responsibilities

• Unterstützung von Kunden bei der Nutzung von Talogy-Plattformen und Lösung von Problemen.
• Führung von Implementierungsprojekten und Dokumentation neuer Prozesse.

Skills

Kundenservice

IT-Kenntnisse

Projektmanagement

Microsoft Office

Salesforce

OpenAir

Tools

Salesforce

OpenAir

Jira

Job description

Talogy Guildford, England, United Kingdom

Senior Client Services Representative

Talogy Guildford, England, United Kingdom

4 days ago Be among the first 25 applicants

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The Senior Client Experience Specialist role at Talogy is a leading contributor of support to customers and colleagues throughout various stages of client projects. They act as role models of excellent customer service to clients and partners who are using Talogy systems, working closely with other departments such as Sales, Consulting, Software Engineering and Product Management to ensure effective setup of client projects, and timely resolution of issues, complaints and challenges.

This is a full-time, permanent position, from Monday to Friday during typical office hours. Day-to-day the role can be performed remotely, with the expectation of occasional travel to Talogy offices in their region for team collaboration, meetings, and workshops.

Role Responsibilities

• Thoroughly understanding Talogy solutions and the administrative side of our platforms.
• Providing guidance and mentoring to junior members of the team and supporting with upskilling activities for new starters in Client Experience.
• Leading on implementation projects as assigned, ensuring all tasks are completed in line with best practice and to deadline.
• Creating and documenting new processes to ensure standardisation and efficiency for the team.
• Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
• Working with teams like Sales and Consulting to understand client requirements and providing technical support as assigned.
• Running managed-service projects on Talogy platforms independently, i.e. coordinating the setup of assessments for selection or development on behalf of clients to deliver an end-to-end service.
• Supporting clients to independently use their own assessment and development solutions on Talogy platforms, e.g. running live demonstrations for clients.
• Building bespoke assessments and reporting content on Talogy platforms.
• Configuring new client accounts on Talogy platforms.
• Taking calls and emails from clients and handling them in a friendly and professional manner. Scenarios can include (but not limited to):
• Answering general questions and requests for information about our services.
• Processing one-off product purchases.
• Handling complaints or feedback on live projects.
• Reporting bugs or other software/product/platform issues, and collaborating with teams like Software Engineering and Product Management to implement fixes for client projects.
• Providing feedback on client implementations to colleagues in other departments.
• Meeting service level agreements (SLAs) in their region.
• Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce, OpenAir and Jira.
• Making suggestions for internal process enhancements and playing an active role in continuous improvements of Client Experience at Talogy.

Knowledge, Skills and Experience Requirements

• Strong IT skills and the ability to learn new systems and administrative portals quickly.
• Strong experience in a client/customer service environment is required.
• Previous experience in the talent management, assessment, education or software-as-a-service (SaaS) industry is desirable.
• Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.
• Strong track record of delivering work against service level agreements and meeting KPIs
• Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
• Experience with client relationship management and project management systems desirable, e.g. Salesforce and OpenAir.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Customer Service, and Project Management

• Industries

  Human Resources Services

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