Role Responsibilities
§ Developing a working knowledge of Company solutions and the administrative side of our platforms.
§ Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
§ Providing technical support to client projects as assigned.
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§ Running managed-service projects on Company platforms with limited support, 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 Company platforms, e.g. running live demonstrations for clients.
§ Configuring new client accounts on Company 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 liaising with clients to get these resolved in a timely manner.
§ 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 and OpenAir.
Knowledge, Skills and Experience Requirements
§ Strong IT skills and the ability to learn new systems and administrative portals quickly.
§ Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
§ Previous experience in a client/customer service environment is preferred, e.g. call center, retail, hospitality etc.
§ Previous experience in the talent management industry is desirable but not required.
§ Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.
experience
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