Customer Relationship Specialist

4 weeks ago

Sydney, New South Wales, Australia RELX Trading Australia Pty Limited Company Full time

About the Role

We are seeking a highly skilled Client Service Specialist to join our Large Enterprise team in Australia. As a key member of our team, you will be responsible for delivering exceptional service to our strategic clients, exceeding their expectations and enhancing their experience.

Reporting to the Head of Sales, this is a full-time role that requires a proactive and results-driven individual who can drive revenue and usage growth through their efforts.

Responsibilities

  • Act as the primary point of contact for strategic accounts, managing queries and providing timely responses.
  • Provide data-driven insights to the team to inform strategic engagement activities and identify opportunities and risks with key clients.
  • Manage customer service escalations, resolving issues and addressing customer concerns to prevent recurrence.
  • Collaborate with various teams to ensure issue resolution within SLA and identify opportunities for service improvement.
  • Support Relationship Directors in building proposal documentation and providing overall support for contract renewal and new opportunities.
  • Attend regular operational review meetings with customers and drive service management improvements.
  • Follow up on leads for assigned accounts, setting up trials and monitoring usage.
  • Maintain regular customer communication and provide product/business updates in collaboration with internal teams.

Requirements

  • Possess excellent communication and interpersonal skills.
  • Be able to effectively manage customer escalations and resolve issues.
  • Possess the ability to collaborate with cross-functional teams.
  • Be capable of supporting Relationship Directors in achieving account objectives.
  • Have a proactive approach to identifying ways of increasing usage and engagement.
  • Be able to understand internal company structure to support global accounts.
  • Possess excellent organizational and project management skills.
  • Be willing to undertake special projects and provide additional support for events as needed.

What We Offer

We promote a healthy work-life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Benefits

  • Discounted Health plan rate and Optical Assistance
  • Life assurance and income protection
  • Option to buy additional Annual Leave days
  • Employee Assistance Program
  • Flexible working arrangements
  • Benefits for you and your family
  • Access to learning and development resources

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