Responsible for maintaining client relationships by facilitating a smooth transition from sales to customer service while ensuring adherence to department policies and procedures;
act as a single point of contact for clients on all non-sales / pricing activities; establish an excellent working relationship with assigned client(s), continuously striving to improve the level of overall service provided;
participate in the activities related to problem resolution; establish and maintain a professional relationship with team members and department contacts.
Major Job Accountabilities
Customer Support Function- Assist Sales Representatives by continuously improving the level ofoverall service provided
Respond to customer concerns / issues withsense of urgency
Effectively handling client inquiriesregarding their account and our products
Assist clients on all non-sales / pricingactivities and all impacting issues which includes maintaining successfulrelationships and exploring opportunities for revenue growth
Communicate and document client’s specialneeds and specifications to appropriate internal departments ensuringspecifications are accurately upheld and fulfilled in timely manner
Coordinate client notifications (e.g.,outages, planned maintenance, emergency maintenance, product upgrades orchanges or new product launches) with the appropriate teams
Serve as a client advocate ensuringquality and delivery of service ensuring all client or internal issues arefollowed through to resolution in a timely manner
Contact clients to inquire about thesuccess of the call and log any trouble tickets
Escalate to Sales Representatives and / orSupervisor any situation outside the employee's control that could adverselyimpact the service provided to the client
Assist the marketing team to send emailnotifications and sales campaigns
Research and update customer contactdetails in appropriate database system ensuring accuracy of information
RelatedDuties as Assigned- The job description documentsthe general nature and level of work but is not intended to be a comprehensivelist of all activities, duties, and responsibilities required of jobincumbents.
Consequently, job incumbents may be asked to perform other dutiesas required. Also note, that reasonable accommodations may be made to enableindividuals with disabilities to perform the functions outlined above.
Pleasecontact your local Employee Relations representative to request a review of anysuch accommodations.
KNOWLEDGE, SKILLS, AND ABILITIES
Incumbents will be expected to master thefollowing knowledge, skills, and abilities to successfully perform this job.
Departmental policies and procedures
Intermediate knowledge of conferencing operationsprinciples and practices
Principles and practices of high-end customerservice
Excellent organizational skills
Excellent time management skills
Problem resolution skills with the ability toidentify alternative solutions
Deal tactfully and courteously with clients
Ability to interact with all levels within anoperation
Excellent verbal and written communication skills
Manage multiple, concurrent tasks
Work independently in absence of immediatesupervisor
Maintain appropriate documentation and records
Effectively represent company values and goals
Ability to adapt to frequent changes in procedures
Ability to work in a fast paced, high volumeenvironment
Ability to develop and maintain strongrelationships and teamwork with co-workers
Applicants for this job will be expected tomeet the following minimum qualifications.
High School Diploma orGED required. Bachelor's Degree from an accredited college or universitypreferred
Minimum 3 yearscustomer facing, client services, or account management experience requiredpreferably in a business-to-business environment
Minimum 1 yearexperience supporting conferencing products is preferred
Basic knowledge of MS Wordand Excel required
Flexibility is requiredto meet customer requirements.PublicHoliday working is required.
Basic knowledge ofSalesforce.com is preferred