Senior Customer Services Executive - International

Admin supporting international clients

Senior Customer Services Executive – International

Role Overview

Responsible for the administration functions within a Customer Services Team, focusing on day to day delivery of client focused tasks and assisting the designated Consultant/Customer Service Team Leader with their duties.  Supporting our International clients, you will be fluent in English and be able to speak Italian, German or Spanish, able to provide language skills and translations, as and when required.

Common Tasks

  • Setting up and validating new clients on company systems
  • Raising Tender request, making sure all mandatory elements are checked and completed
  • Review client estates quarterly for accuracy – check for additions and deletions
  • Standard & bespoke reporting creation and delivery (Cost Consumption/Site lists/Invoice queries)
  • Termination process check
  • Liaise with suppliers with regards to obtaining contract information for new sites
  • Update monthly strategic internal reports: Won/Lost/At Risk and OSB Business
  • Guiding clients through new connections and supply upgrades
  • Assist in the review of client ASC / MOP / DC / DA / AMR contracts and update systems accordingly
  • Assist in the management of queries associated to the team’s portfolio
  • Where required work independently to resolve queries and liaise with clients to provide appropriate feedback
  • Assist in resolution of objections and rejections
  • Maintain and update company systems so they are up to date at all times
  • Assist in the compilation of service delivery metrics for client presentations
  • Maintain and update Client Management Team files and management reporting

Measurable KPI’s

  • Query Management – initial response to acknowledge query in writing, within 24 hours. (this is an email to confirm we have received the query and an update outlining initial review of issues and actions that need to be taken
  • To ensure all actions signalled by the strategy are notified to clients within the agreed time frame on the day they occur, and for trades to be advised to the Risk Management Team for action within-day
  • To ensure that Account Reviews are populated with the required information within the agreed timescales
  • To ensure a valid LOA is in place for all clients
  • To ensure the tasks within the Client Delivery Trackers/CRM are delivered within the agreed deadlines

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