A Global organisation supplying Business and Financial information, Financial Markets knowledge and Technology solutions seek a Client Service Executive to join a Global division within their London offices.
Position Overview:
The remit of the role will be to act as the voice of, and to provide support to new and existing clients with regards to a newly launched product suite, providing first class 1st line support via telephone and email.
Ensure excellence in the implementation, administration and ongoing support of the product suite and to promote and enhance the Company's services through a reputation for high quality product support.
To work efficiently and effectively internally with product managers, account managers, business information and technical departments as well as externally with clients in the financial services industry
Please note that the department hours are 08:00 - 18:00GMT 5 days a week and therefore you will be required to cover shifts within these hours
Duties to include:
To be responsible for ongoing improvement in customer satisfaction and the increased usage of any subscriptions by clients.
Providing support to product training and sales team
To manage incoming client email and web queries through to resolution
Provide optimum levels of customer service by answering questions accurately & professionally
To work closely with account managers to ensure renewals of subscriptions are maximised.
To collect feedback from clients and feedback into the business to drive ongoing quality and process improvements. To ensure that evaluation forms are collected and processed.
To use statistics on usage to monitor customers who have low usage of products and actively working to increase usage in a strategic and timely manner.
To work closely with product managers to ensure knowledge of products and future enhancements is up to date and comprehensive. To relay this information to the sales department.
To ensure that content queries from customers are managed effectively and in a timely manner (first contact to be made within 2 hours of the query being raised)
Managing own time and productivity effectively to meet service level requirements
To develop programmes & materials for training the clients on the products.
Required Skills and experience
*2-3 year's experience working on a helpdesk or client support role, ideally supporting SaaS and installed software solutions.
*Client facing experience
*Educated to graduate level or equivalent
*Excellent communication and interpersonal skills
*Results focused, pro-active and able to work independently
*Excellent time management and organisational skills
*Excellent understanding of all relevant technology (particularly Excel, PowerPoint & Word)
Desired Skills
*Use of systems such as Salesforce.
*Knowledge of financial services would be beneficial
Please send your CV in the first instance and suitable candidates will be approached to further discuss the opportunity.
