Client Servicing Associate

Key Result Areas :   The key results are intended to outline the main focus the role is expected to achieve. Future pay awards will be measured against specific objectives derived from these areas

• Order processing and distribution
• Accuracy
• Quality and administration
• Internal and external client liaison
• Increased order values via Up-selling
• Active and committed team member

Order Processing :

• Take and interpret client instructions, recognise client needs and propose solutions
• Ensure accuracy, attribution and acceptability of clients copy
• Ensure content accuracy of clients copy
• Monitor progression of order at all stages liaising with internal departments, the client and outside suppliers as necessary
• Ensure completed orders are checked and passed through promptly to invoicing
• Assume responsibility for co-ordination and completion of all orders
• Re-prioritise workload regularly and delegate orders throughout teams to ensure all deadlines are met
• Ensure all quality procedures are adhered to

Client Relations

• Promote a client-focused culture at all times
• Instigate initiatives and processes to build, develop and maintain excellent business relationships
• Understand clients needs and objectives
• Act as initial contact and take responsibility for all client queries and complaints. Follow standard escalation procedures at all times
• Maintain an excellent knowledge of all products and services.
• Provide consultative service - advise clients on available and appropriate circuits
• Provide advice to maximise potential pick-up of press release copy
• Maintain and develop relations with internal clients to achieve excellent service delivery

Quality and Administration :

• Ensure all jobs are assigned, distributed and fulfilled correctly
• Ensure all jobs and related correspondence / activities are accurately logged inPivotal (Order management system)
• Focus on quality standards and timelines to achieve team targets and objectives, and to maintain high visibility for the team within the company

Sales

• Identify and highlight add-on sales opportunities (Up-selling)
• Actively participate in sales initiatives

Team Building :

• Motivate and encourage fellow team members in all aspects of client services
• In the absence of line management ensure effective team communication delivers seamless service
• Ensure attendance at Team meeting, internal product launches and inter-departmental meetings
• Assist with new starters induction and training programmes
• Assist in training new members of other departments to ensure adequate knowledge of Client Services

Main areas of responsibilities :

• Order processing
• Adhere to departmental operating procedures
• Build client relationships
• Client retention
• Increase revenue per order and per client
• Ensure excellence in service delivery
• In addition, the jobholder may be required to undertake additional duties falling within the scope of their responsibility and competence, as determined by the needs of the business and its customers

Competencies and Attributes

Appearance and General impact

Essential

• Positive approach to work and understand the importance of team work and personal initiative in achieving departmental and company goals
• Adhere to company guidelines on dress code
• Demonstrate excellent inter-personal skills with all levels of company personnel and clients

Desirable -  Highly presentable appearance

Specific skills, knowledge & experience

Essential

• Proven track record in client facing and operational role
• Good knowledge of Microsoft Office
• Ability to use email and internet
• Telephone Skills
• Quality Awareness
• Fluent in English

Skills Required

Client Relationship Management, Data Analysis, crm software, Project Management