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Client Services

Job Reference: YB5148
Location Uxbridge
Contract Permanent
Salary £ per annum
Hours 37 hours per week
Industry Customer Success

Job Description

YellowBricks are hiring for a Uxbridge-based tech company that is growing their team thanks to promotion, in this role we are seeking a confident all-rounder who can support VIP clients with their technical requests as well as management of systems and services.

  • Respond, diagnose and resolve helpdesk issues to ensure customer requirements and expectations are adhered to in line with client SLA.
  • To effectively manage customer’s helpdesk expectations following Company policies and procedures.
  • Communicate, record details of action taken always following up with the appropriate Customer/Account Manager.
  • Record details of inquiries, comments, and complaints according to internal procedures
  • Prepare and manage administration application activity (service reviews/reporting/invoicing etc.)
  • Stay up to date with system information, changes, and updates via individual Account Managers and line managers.
  • Communicate and coordinate with internal departments.
  • Attend and assist line Manager/Account Manager with onsite/offsite client meetings where applicable.
  • Manage key accounts monthly administrative activity
  • Maintaining and sustaining knowledge of fundamental operations of system applications, awareness of the commercial business impact, and client SLA.
  • Identify and escalate situations requiring urgent attention to key contact within the customer organisation also internal Account Managers.
  • Proactively lead a culture of continuous improvement amongst your clients and team members.  Continuously review how we can deliver a more efficient service to our clients before they do.

The role will be initially based in the office 2 days per week and at home the rest of the time.

 

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