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Summary: Provides high quality frontline service and support to clients. Works to help establish CPA Global Client Service Centre as the premier service provider in our marketplace. Continuously focused to improve client service while reducing risk to the business.Essential Duties and Responsibilities include the following. Other duties may be assigned. Provides personalized and proactive service that increases key client satisfaction by:• Anticipating client needs via research and greater client familiarity.• Developing clients’ knowledge and familiarity with CPA Global’s services.• Encouraging clients to make full use of CPA Global’s features and services.• Soliciting client feedback.• Managing and meeting clients’ expectations.• Handling complex enquiries as needed for key clients.Handles small new business take–on projects as required, following the established procedures. Implements renewals service, trains client on services, and transitions client effectively to the CSC team for ongoing service management.Consistently meets or exceeds the standard turnaround deadlines for all key client query types. Works effectively with all team members.Develops the highest skill level for all processing tasks assigned to the Client Service Centre and assigned teams. Mentors and supports as necessary the CSC Client Service Advisors. Supports the development of all team members.Escalates complex queries to Service Account Mangers or CSC Managers.Handles complex enquires for clients e.g. complaints, credit control, with the support of the Service Account Manager.Proficient, methodical and continually considers and recommends improvements of team procedures, workflow and goals.Communicates effectively to all customers to ensure they receive a professional, efficient and high-level renewal service at a cost-effective price.Continually explores, considers and understands both internal and external client requirements and provides quality solutions. Performs the day-to-day servicing of Key Clients in support of the Service Account Manager and other teams as needed.Provides support on business initiatives to improve quality of service to meet company objectives.QualificationsAssociates Degree or one to two years’ related experience and/or training; or equivalent combination of education and experience. 2yrs experience in a customer service environment required. Paralegals encouraged to apply as well. Location: Alexandria Compensation: 45k-55k plus bonus and benefitsPrincipals only. Recruiters, please dont contact this job poster.Please, no phone calls about this job!Please do not contact job poster about other services, products or commercial interests. |
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