Product Operations Coordinator (Fluent English/French & Dutch)

About the Role:

The Product Operations Specialist role at Talogy is primarily responsible for supporting clients and colleagues throughout various stages of client projects. People in this role are the front-line providers of excellent customer service to clients and partners who are using Talogy systems, working closely with other departments such as Sales, Consulting, and Software Engineering to ensure effective setup of client projects and timely resolution of issues, complaints, and challenges.

This is a full-time, permanent position. 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:

• Developing a working knowledge of Talogy’s solutions and platforms.
• Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
• Taking calls and emails from clients and colleagues, handling them in a friendly and professional manner. Scenarios can include (but are not limited to):
• Answering general questions and requests for information about our products and platforms.
• Processing product purchases.
• Supporting the setup of product demos.
• Handling complaints or feedback from clients.
• Providing technical support where appropriate.
• Onboarding new clients to Talogy platforms. Tasks can include, but are not limited to:
• Liaising with colleagues or clients directly to gather the requirements using the relevant request templates.
• Configuring new client accounts on Talogy platforms.
• Configuring basic platform customisations, e.g., branding, email templates & assessment packages.
• Supporting clients to independently use Talogy platforms by providing supporting materials or running live platform training.
• Running managed-service projects on Talogy platforms with limited support. Tasks can include (but are not limited to):
• Liaising with colleagues or clients directly to gather the requirements using the relevant request templates.
• Inviting participants to complete the relevant assessments, sending/configuring reminders as appropriate.
• Keeping client stakeholders up to date on completions.
• Generating and sharing the results/reports with the relevant parties securely.
• Ensure all deadlines are adhered to, and client SLAs are met.
• Following and maintaining internal and client-relevant process documentation.
• Contributing to revenue reconciliation at the month-end across all platform usage.
• Reporting bugs or other software/product/platform issues, liaising with Product teams to ensure a resolution, and updating the client in a timely manner.
• Meeting service level agreements (SLAs) in their region.

Knowledge, Skills, and Experience Requirements:

• Must be fluent in English, French, and Dutch.
• 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 or SaaS is preferred.
• 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.