Customer Services Associate

About the Role

As a Customer Delivery Associate, you'll be the first point of contact for client queries, taking ownership of inquiries, requests, and issues from start to resolution. You'll work closely with internal teams to ensure timely and effective solutions, while also contributing to service improvement initiatives and ensuring the highest levels of client satisfaction.

Key Responsibilities

Customer Support (50%)

• Manage a shared inbox for client inquiries and requests
• Coordinate responses and solutions with internal teams
• Handle escalations and arrange renewal meetings
• Maintain detailed client records

Data & Reporting (25%)

• Compile reports, metrics, and graphical data
• Track service levels, financial, and resource metrics
• Maintain accurate client documentation

Reports (15%)

• Attend remote service reviews and create client reports
• Monitor and report on SLAs
• Promote best practices in service management

Continuous Improvement (10%)

• Identify areas to enhance client experience and internal processes
• Collaborate on improvement initiatives
• Participate in ongoing training and development

Ideal Candidate Profile

• 1-2 years in customer service or sales (preferably in IT)
• Proficiency in Microsoft Office Suite
• Excellent communication, organisation, and time management
• Ability to manage multiple priorities in a fast-paced environment
• Strong interpersonal skills and attention to detail

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