Customer Engagement Coordinator

7 days ago

Sydney, New South Wales, Australia News Corp Australia Full time

Role Overview

The Client Services Coordinator is tasked with supporting the sales teams in driving revenue through comprehensive administrative assistance, ensuring seamless operations and outstanding customer service. This position involves a variety of duties, such as managing order processing, coordinating media schedules, executing successful client campaigns, and facilitating administrative functions to boost efficiency.

Client Satisfaction Metrics

  • Evaluate client satisfaction through feedback mechanisms, ratings, and testimonials. High satisfaction levels reflect effective communication, responsiveness, and support from the Client Services Coordinator.

Timeliness in Response & Resolution

  • Track the response time to team inquiries and the resolution of issues. Prompt responses and effective problem-solving indicate proactive communication skills, enhancing client experiences and satisfaction.

Order Processing Accuracy

  • Examine the efficiency and precision of order processing tasks, including entry, confirmation, and tracking. A low error rate and timely fulfillment signify effective collaboration with internal teams and smooth operations, contributing to client satisfaction and loyalty.

Client Retention Tracking

  • Monitor the percentage of clients who continue to engage with the organization over time. A high retention rate indicates strong relationships, effective support, and satisfaction with the services provided by the sales team, facilitated by the Client Services Coordinator.

Compliance with Media Schedules

  • Assess adherence to media schedules and placements for advertising initiatives. High compliance rates reflect effective coordination with sales and marketing teams, media partners, and clients, ensuring timely and accurate execution of media campaigns.

CRM Data Integrity

  • Evaluate the accuracy and completeness of data within the customer relationship management (CRM) system. High data integrity rates demonstrate diligent record-keeping, enabling reliable tracking of sales activities, leads, and opportunities to support sales forecasting and reporting.

Completion Rate of Administrative Tasks

  • Monitor the completion rate of administrative responsibilities. A high completion rate indicates strong organizational skills, attention to detail, and efficiency in managing administrative workflows.

Feedback for Continuous Improvement

  • Gather feedback from the sales team regarding the support provided by the Client Services Coordinator. Positive feedback and testimonials from sales representatives signify effective collaboration, communication, and value-added support, contributing to sales effectiveness and success.

Candidate Profile

  • Experience in providing administrative support to sales teams, ideally in a client-facing capacity. Familiarity with sales processes, order management, and post-sale media delivery activities is advantageous for effectively supporting frontline sales functions.
  • Proven experience in delivering exceptional customer service and support to clients. Prior experience in addressing team requests, resolving issues, and managing client relationships is valuable for building rapport and trust.
  • Strong administrative capabilities, including organization, time management, and attention to detail.
  • Experience with customer relationship management (CRM) systems, such as Salesforce, is beneficial. Familiarity with CRM functionalities, data entry, and reporting capabilities enables effective management of client information and sales activities.
  • Experience in generating reports, creating presentations, and managing data in spreadsheet and presentation formats supports efficient administrative tasks and reporting activities.

Company Overview

We are Australia's leading and most influential media organization, with a portfolio of over 150 prestigious brands across news, sport, and lifestyle. Each month, millions of Australians choose to engage with our digital and print products, making us the most trusted media group in the country.

Commitment to Diversity and Inclusion

We believe that diversity strengthens our teams and newsrooms as we strive to tell stories that represent the diverse communities of Australia. We encourage individuals from all backgrounds to apply and bring their authentic selves to work.

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