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Customer Support
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WD30081518266 Requisition #

What you will do

Part of the Hong Kong Client Services team, to ensure the operation is customer focused and fulfils and exceeds all its obligations with optimum efficiency and economy.

How you will do

  • Ensure all client queries, questions and requests are handled in a professional and timely manner, to include correspondence via Remedy, telephone and email
  • Deliver prompt responses/updates/solutions within agreed SLA to both internal and external customer.
  • Update and maintain all client details in Remedy
  • Responsible for all client support operational BAU tasks including but not limited to; management of report runs & data feeds, index update & distribution, service pack reports, new site and cancelled contract tasks, calendar, hierarchy & general report changes, Remedy queue management
  • To provide client training on ShopperTrak reporting products including Site Analytics, FFI etc. training to include remote over the telephone and face to face onsite
  • Chair monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensure operational compliance and terms & conditions of contract are met
  • Manage and measure service levels, client satisfaction and other key performance criteria
  • Ensure trends in client needs are responded to and fed into the appropriate product development process
  • Proactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and cross sell enhanced products and services
  • Escalate issues where necessary to Global Client Services Manager to ensure high client satisfaction is maintained at all time
  • Effectively represent the interests of  ShopperTrak with both clients and suppliers
  • Undertake analysis of data for both retail and retail property clients to support colleagues in Sales to deliver strong and compelling ROI case to sell additional services and products
  • Present analysis, results and ROI to both clients and prospects
  • Create and collate regular management statistical reports on technical support helpdesk activity
  • Organisation of own time and tasks to complete allocated work on time as assigned by line manager
  • Continual development through the identification and action of own Personal Development Plan

What we look for
  • Minimum grade 'C' GCSE in English and Math's or equivalent
  • 1 year experience in a Client Support role
  • Excellent written communication skill.
  • Excellent verbal communication skills
  • Attention to detail
  • Good all round administration skills
  • Data Analysis Skills
  • Business Insights
  • Presentation Skills
  • Excellent written communication skills
  • Attention to detail
  • Good all round administration skills

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