Client services specialist ii

Job Description

The main responsibilities include:

• Client Communication and Management:
• -Maintain regular communication with clients to understand their needs, expectations, and concerns.
• -Act as the primary point of contact for clients, addressing inquiries promptly and professionally.
• -Provide clear and concise updates on project progress, timelines, and deliverables.
• -Ensure client satisfaction by actively listening to feedback and implementing necessary adjustments.
• -Communicate effectively across various channels (email, phone calls, video conferences) to accommodate client preferences and delivery service.
• -Collaborate with internal teams to relay client feedback and coordinate solutions.
• -Manage client expectations by outlining realistic goals and timelines through various project implementations.
• -Uphold a positive and professional image of the company through all communications.
• -Resolve conflicts or issues that may arise during the project lifecycle through effective communication and problem-solving skills.
• -Act as a client advocate within the organization, ensuring that their concerns are addressed promptly and effectively.
• -Attending discovery calls and client meetings to identify, understand, and document client requirements; identifying and delivering the most appropriate solution(s) to offer from scoping to launch.
• Issue Resolution
• -Address and resolve client complaints and concerns in a timely manner.
• -Investigate issues thoroughly to understand root causes.
• -Escalate complex issues to the appropriate department or manager when necessary.
• -Follow up with clients to ensure issues have been resolved satisfactorily.
• -Implement preventive measures to minimize recurring issues.
• Documentation and Reporting:
• -Prepare regular reports on client activity, feedback, and satisfaction levels.
• -Track and analyze client service metrics to identify areas for improvement.
• -Create and maintain comprehensive documentation for processes, procedures, and client interactions.
• -Ensure documentation accuracy and consistency for internal and client-facing materials.
• -Collaborate with teams to gather data and insights for reports and customize to meet specific client or stakeholder needs.
• Asset Management and Logistics
• -Manage and track inventory of assets, ensuring accuracy and availability through maintaining asset tracking reports.
• -Coordinate logistics for timely delivery and distribution of assets.
• -Maintain records of asset transactions, including receipts, transfers, and disposals.
• -Conduct regular audits to ensure compliance with inventory procedures.
• -Resolve discrepancies in asset records through investigation and reconciliation.
• -Implement improvements to enhance asset tracking efficiency and accuracy.
• -Provide reports on asset status, utilization, and performance.
• -Secure and safekeep Accountability / Issuance Forms signed by end user for deployed assets
• Ticket Management
• -Acknowledge and monitor service requests, incidents or queries via Ticketing, Phone, Teams, Skype and email
• -Escalates unresolved incidents/service requests within agreed timescales
• -Ensures tickets are always updated until issues are resolved
• General Administrative Tasks:
• -Respond promptly to unexpected tasks and requests as they arise.
• -Prioritize ad hoc tasks based on urgency and impact on business objectives.
• -Gather necessary information and resources to address ad hoc assignments.
• -Adapt quickly to new challenges and changing priorities.
• -Maintain flexibility and agility in handling ad hoc projects or assignments.
• -Document ad hoc tasks and their resolutions for future reference.
• -Proactively identify opportunities to streamline ad hoc task management processes.
• -Ensure thorough follow-up and closure on completed ad hoc tasks.
• Procurement
• -Conduct supplier canvassing, accreditation, and evaluation.
• -Conduct strategic sourcing, vendor management, contract negotiation, payment processing, and delivery monitoring.
• -Efficiently process purchase orders, ensuring accuracy and compliance.
• -Handle the end-to-end processing of payment requests, ensuring accuracy and compliance with company policies and procedures.
• -Maintain organized and detailed records of payment requests, approvals, and related documents.
• -Ensure adherence to legal and regulatory requirements in all procurement transactions.
• -Generate reports on procurement-related activities, providing insights and analysis to support decision-making processes.
• -Collaborate with various departments, including finance, customer success, and procurement.
• -Monitor delivery schedules closely, resolving any issues promptly to ensure timely delivery.
• Asset Management
• -Facilitate physical assets movement.
• -Ensure assets are recorded in real-time in the system.
• -Oversee, plan and conduct cycle count of inventory.
• -Ensure various storage operations including receiving, checking, loading, and dispatching are executed in a safe, timely in efficient manner.

To apply, you must be an expert on the following requirements:

Excellent communication and interpersonal skills,

Demonstrated analytical and problem-solving abilities.

Strong computer skills with proficiency in MS Office applications Knowledgeable in any accounting ERP A strong Accounting and Finance background is a plus

Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines.