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:

• Bachelor's degree in business management or accountancy and related field is required. Demonstrated experience in procurement, assets management, and payables, with at least 4 years of relevant experience. Knowledgeable with procurement best practices, sourcing, and vendor management. 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.