Our Client, a leading provider of HR and Employment Law, are looking for a Client Experience Account Manager to join their team based in their Dublin office.
Job Purpose
To deliver world class care to exceed clients’ expectations and provide support to an ever-growing client base across Ireland.
Job Overview
The role requires you to excel in enthusiasm and provide great client service as part of an account management team. This would suit somebody who is driven, hardworking and has a strong background in complaint handling who could hit the ground running adding huge value to account management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions.
Day-to-Day Responsibilities
1. Taking ownership of all client service issues, identifying the root cause and offering a suitable resolution to any concerns raised.
2. Ensuring all client queries, service issues and requests to cancel are thoroughly investigated and resolved through discussion with the client and appropriate internal stakeholders whilst focusing on client resolution and retention.
3. Identifying and pro-actively contacting “at risk” clients to promote the benefits of products and service and encourage implementation and usage.
4. Maintenance of client profile including additional sites, change in employee information and undertaking investigations where appropriate.
5. Liaise with clients via written correspondence, telephone, and video calls.
6. Carry out onboarding calls with new clients, confirming agreement details, ensuring their registration to software platforms and scheduling consultations with relevant service areas to ensure a smooth onboarding.
7. Ensure all onboarding processes and procedures are adhered to.
What you Bring to the Team
1. Demonstrative customer service skills with a particular focus on rapport building and relationship management.
2. Excellent verbal and written communication skills, with the ability to explain processes in a clear, concise and professional manner.
3. Strong administration skills with the ability to maintain high attention to detail and produce accurate written correspondence.
4. Ability to prioritise effectively, have high attention to detail and impeccable time management skills.
5. Demonstrated ability to multi-task and work within tight and changeable timeframes while still maintaining excellent customer service.
6. Ability to build and cultivate good working relationships with internal departments across various jurisdictions.
7. Working knowledge of Microsoft Office Suite.
8. Experience working in a fast-paced, target driven environment would be highly advantageous.
Benefits
1. Profit Share Scheme
2. 25 Holidays + Bank Holidays (Increases with service)
3. Day off on your Birthday
4. Christmas Bonus after 3 years
5. Social Events Throughout Year
6. Contributory Pension Scheme
7. Private Health Insurance after 5 years
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