Client Services Specialist

Job Description

Brilliantin Recruitment are working exclusively with a global HR Software & Services provider to businesses in over 100 countries (and counting!).They provide themselves on bringing a level of service and business value to midsize companies that was previously only available to the largest global corporations. Their services are easy to deploy, affordable and scalable.They champion and invest in their people and provide a supportive environment with a no-blame culture. They are looking to share their success with three new passionate, committed and self-driven Client Service Specialists who are looking to be part of anexciting and challenging, accelerated growth (by acquisition) journey ahead.Sound like you Then carry on reading...The role is paying £25,000 + 10% Bonus (extra £2500), Gym, Private Medical Insurance, Life Insurance, Travel Insurance, Pension, Professional Development & its 2 days in the office (Marston Green, Solihull) & 3 days remote (post thoroughinduction).Overview of role:This is an exciting and varied role which offers a great opportunity for the right person to grow within the business. You will be working with a professional and fast paced wider team, who pride themselves on an excellent customer services experience. Thekey function will to be responsible for the smooth, efficient and timely responses to client and employee queries, thereby ensuring world class service to all parties at all times. The ultimate goal is to contribute in sustaining and growing our business toachieve long-term success.Core job duties:Manage a portfolio of assigned clients to:

• Serve as the first point of contact for clients and employees during the onboarding phase.
• Manage incoming emails in the email box, respond and/or assign in accordance with company guidelines and SLAs
• Take ownership of assigned queries, liaising with the appropriate team as needed to ensure satisfactory resolution for client on more complex issues.
• Respond to all client and employee queries, adhering to but preferably exceeding company SLAs at all times.
• Escalate any service issues that may arise within company guidelines and SLAs to the Client Relationship Manager.
• Work closely with Client Relationship Managers on day-to-day tasks/escalations.
• Maintain appropriate CRM records (SalesForce).
• Ensure all calls are logged on the company CRM in a timely basis and records maintained on all client/employee interaction.
• Assist the team in building and maintaining strong, long-lasting client relationships.
• Liaise with cross-functional internal teams to improve the entire customer experience.

Key attributes and skills:

• Strong consultative customer service style
• Passionate about delighting clients with an inherent desire to always go the extra mile.
• Highly computer literate Microsoft office applications (Word, Outlook, Excel).
• Experience of managing and maintaining database systems and organising record keeping systems (Bamboo HRIS, Salesforce)
• Excellent oral and written communication skills
• Strong inter-personal skills.
• Ability to write clear, concise notes and reports of calls.
• Experience of working within a team and/or prioritising own workload.
• Excellent time-keeping, reliability and personal organisation skills.

Required qualifications, training and technical knowledge:

• Strong verbal and written communication skills and can demonstrate building strong relationships with clients and client employees.
• A friendly and professional telephone manner is a must, along with an enthusiasm and a Cando attitude.
• Must work well in a team, liaising and proactively providing information on key elements within the department.
• Self motivated and energetic with a positive approach.
• Proven customer service experience

Keyskills :
Customer ServicePayrollQueriesOnboarding