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client services associate
- Posted By: Adecco - Croydon
-
Address:
- 31 George Street
- Croydon
- CR0 1LB
- Date Posted: 8th Sep 2010
- Salary: £18000 per annum
- Location: Purley
- Reference Code: client service asso
- Views Since Posting: 101
- Full Description:
Main Purpose of Job:
The Client Services Associate is responsible for the day to day satisfaction, retention and growth of client relationships. The Associate serves as a liaison between our clients and internal departments.
Main Duties:
Proactive management of a portfolio of assigned clients, ensuring that all Service Level Agreements are met and exceeded.
Build and maintain rapport with front line client contacts/ Responding to incoming calls in a professional manner.
Accurately and efficiently importing automated new business files within specified time-frames. Ensuring that all expected new business is received, full analysis / reconciliation of the content escalating any discrepancies/ abnormalities internally
Ensuring that all new processes and procedures are fully documented and kept up-to-date at all times within a central filing system.
Ensure all SLA guidelines are met/exceeded.
Responding with timeliness and professionalism to client requirements for information, problem resolution and reports on a daily/ad hoc basis.
Identifying client issues and concerns and communicating them to the appropriate internal personnel.
Seek methods of enhancing client communication through the development and implementation of current and new processes.
Resolution of queries raised by all internal departments.
Investigation/confirmation of all Queries and Claims Paid’s with client contacts. As well as assisting with the completion of disputes.
Responsible for the production, distribution and maintenance of a variety of complex Excel spreadsheets in line with clients requirements i.e. Daily / Weekly / Monthly and Ad-hoc .
Policing of all in/outbound system generated files
Amending reporting requirements following client requests
Undertaking basic analysis of incorrect formula\'s and correcting of same.
Updating the Key Performance Indicators using PowerPoint.
Policing and cross checking of statistical reports produced via Access
Account maintenance.
Assisting the basic analysis of statistical data.
To effectively plan and organise tasks effectively in the absence of the Team leader to ensure they are completed
To perform all duties in accordance with the law and the Company’s Quality and Procedures Manuals including Health and Safety and Equal Opportunities and those detailed in the Quality Manual and section 2 of the Procedure Manual.
Any other duties commensurate to this role as may be required from time to time.
Person Specification
Essential:
• At least 3 years Administration experience
• Computer literate, MS Office and strong Access and Excel skills
• The ability to multi-task
• Good written and verbal communication skills
• Accurate keyboard skills
• Well organised
• A quality focus
• Team Player
Desirable:
• Business to Business customer service experience (telephone)
• C Grade or above GCSE in Maths and English
• Basic understanding of SQL
The Client Services Associate is responsible for the day to day satisfaction, retention and growth of client relationships. The Associate serves as a liaison between our clients and internal departments.
Main Duties:
Proactive management of a portfolio of assigned clients, ensuring that all Service Level Agreements are met and exceeded.
Build and maintain rapport with front line client contacts/ Responding to incoming calls in a professional manner.
Accurately and efficiently importing automated new business files within specified time-frames. Ensuring that all expected new business is received, full analysis / reconciliation of the content escalating any discrepancies/ abnormalities internally
Ensuring that all new processes and procedures are fully documented and kept up-to-date at all times within a central filing system.
Ensure all SLA guidelines are met/exceeded.
Responding with timeliness and professionalism to client requirements for information, problem resolution and reports on a daily/ad hoc basis.
Identifying client issues and concerns and communicating them to the appropriate internal personnel.
Seek methods of enhancing client communication through the development and implementation of current and new processes.
Resolution of queries raised by all internal departments.
Investigation/confirmation of all Queries and Claims Paid’s with client contacts. As well as assisting with the completion of disputes.
Responsible for the production, distribution and maintenance of a variety of complex Excel spreadsheets in line with clients requirements i.e. Daily / Weekly / Monthly and Ad-hoc .
Policing of all in/outbound system generated files
Amending reporting requirements following client requests
Undertaking basic analysis of incorrect formula\'s and correcting of same.
Updating the Key Performance Indicators using PowerPoint.
Policing and cross checking of statistical reports produced via Access
Account maintenance.
Assisting the basic analysis of statistical data.
To effectively plan and organise tasks effectively in the absence of the Team leader to ensure they are completed
To perform all duties in accordance with the law and the Company’s Quality and Procedures Manuals including Health and Safety and Equal Opportunities and those detailed in the Quality Manual and section 2 of the Procedure Manual.
Any other duties commensurate to this role as may be required from time to time.
Person Specification
Essential:
• At least 3 years Administration experience
• Computer literate, MS Office and strong Access and Excel skills
• The ability to multi-task
• Good written and verbal communication skills
• Accurate keyboard skills
• Well organised
• A quality focus
• Team Player
Desirable:
• Business to Business customer service experience (telephone)
• C Grade or above GCSE in Maths and English
• Basic understanding of SQL
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