Client Service Executive - Reed : Job Details

Our client is looking for someone to join their dynamic team as a Client Services Executive, where you will play a crucial role in managing and resolving helpdesk issues to ensure customer satisfaction and adherence to client SLAs. This position requires a proactive and professional individual who thrives in a fast-paced environment and is committed to continuous improvement.

The role is to wok to work Monday - Friday covering shifts between 7am - 6pm. 

• Respond, diagnose, and resolve helpdesk issues promptly to meet customer requirements and expectations in line with client SLAs.
• Effectively manage customer helpdesk expectations following company policies and procedures.
• Communicate and record details of actions taken, always following up with the appropriate customer or account manager.
• Record details of inquiries, comments, and complaints according to internal procedures.
• Prepare and manage administrative application activities such as service reviews, reporting, and invoicing.
• Stay up-to-date with system information, changes, and updates through regular communication with individual account managers and your line manager.
• Communicate and coordinate with internal departments to ensure seamless service delivery.
• Attend and assist in onsite/offsite client meetings as required.
• Manage key accounts' monthly administrative activities, such as charge sheets.
• Maintain and sustain knowledge of fundamental operations of system applications, awareness of commercial business impact, and client SLAs.
• Identify and escalate situations requiring urgent attention to the key contact within the customer organisation and internal account manager.
• Proactively lead a culture of continuous improvement among your clients and team members.
• Work as part of the helpdesk team with a flexible approach to company-wide requirements, adapting skills in a pressured environment.
• Perform reception and facility duties as needed, maintaining professionalism at all times.

• Experience in a client services or helpdesk role.
• Strong problem-solving and communication skills.
• Ability to manage multiple tasks and remain flexible under pressure.
• Knowledge of administrative procedures and software applications (e.g., CRM tools).
• Professional demeanor with a strong focus on customer satisfaction.
• Team player with a commitment to continuous improvement.