Client Support Specialist

2 weeks ago

Dubai, Dubai, United Arab Emirates PSI Services LLC Full time

Job Category:
Client Experience and Customer Service

Requisition Number:
CLIEN003495
Apply now
Full-Time
Remote Locations
Showing 1 location
Remote, 00000, MYS
Description About the Role The Client Support Specialist role at Talogy is primarily responsible for supporting customers and colleagues.

People in this role are the front-line providers of excellent customer service to clients and partners who are using Talogy systems, working closely with other departments such as Sales, Consulting, Software Engineering and Product Management to ensure timely resolution of issues, complaints and challenges.

This is a full-time, permanent position, flexible from Monday to Friday during typical office hours.

Day-to-day the role can be performed remotely, with the expectation of occasional travel to Talogy offices in their region for team collaboration, meetings, and workshops.

Role Responsibilities Developing a working knowledge of Talogy solutions and the administrative side of our platforms.
Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
Supporting clients with implementing their own assessment and development projects on Talogy platforms.
Taking live calls and emails from clients and handling them in a friendly and professional manner.

Scenarios can include (but not limited to):Supporting customers (internal and external) with resolving issues, answering general questions and requests for information about our services.

Handling complaints or feedback on live projects.

Reporting bugs or other software/product/platform issues, and collaborating with teams like Software Engineering and Product Management to implement fixes for client projects.

Providing feedback on support tickets to colleagues in other departments.
Meeting service level agreements (SLAs) .Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce and OpenAir. Shift Pattern Tuesday – Friday.

10:00 – 18:00 (MYT)11:00 – 19:00 (MYT) Knowledge, Skills and Experience Requirements Strong IT skills and the ability to learn new systems and administrative portals quickly.

Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
Previous experience in a client/customer service environment is preferred, e.g. call center, retail, hospitality etc.
Previous experience in the talent management industry is desirable but not required.
Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.
Must be able to provide a quiet work environment and high-speed internet for remote workspace.

Behavioral Competency Requirements Job family and level:
Client Experience and Customer Service, individual contributor

Providing effective serviceCustomer Focus:
Provides prompt and respectful service. Demonstrates empathy for customers. Takes action to resolve customer problems, regardless of the cause. Handles difficult and high-pressure situations with professionalism.

Problem Solving:
Gathers information needed to understand customers' problems. Identifies the root causes of customers' problems. Leverages available data and resources to resolve problems. Escalates customer issues to supervisor or others (experts), if needed.

Prioritizing and Planning:
Uses an orderly and structured approach to work. Prioritizes tasks by considering importance, deadline, and resources. Develops or uses systems to keep track of priorities, pending deadlines, progress to date, commitments, and follow up. Balances new requests with established priorities.

Supporting othersCommunication:
Listens attentively to customers and co-workers. Asks questions to verify own understanding. Explains issues and solutions in a way that is easy to understand. Demonstrates confidence and credibility.

Building Relationships:
Interacts with others in a friendly and polite way. Seeks opportunities to connect with others. Develops relationships with co-workers from other teams and departments. Maintains confidentiality (e.g., customer billing) as needed.

Teamwork:
Offers to help others with their work. Openly shares relevant knowledge, expertise and information. Respects others' talents, expertise and contributions. Collaborates with others to achieve common goals.

Achieving resultsQuality Focus:
Takes a thorough and detailed approach to work tasks. Checks own work carefully to ensure quality, accuracy and completeness. Configures systems and settings and documents actions accurately. Detects mistakes and inconsistencies as they arise.

Drive for Results:
Works with a sense of urgency to drive tasks through to completion. Maintains a clear focus on what needs to be done to achieve the end goal. Exerts extra effort or time to achieve objectives. Meets service and productivity expectations as outlined in SLAs and/or internal policies.

Learning Agility:
Learns quickly when facing new situations. Applies learnings from one customer/client to a different customer/client. Demonstrates ability to learn new systems, platforms, products, and processes. Identifies and pursues areas for development and training.

Adaptability:
Accepts new tasks, situations, and challenges willingly and positively. Readily adopts change and new ways of doing things. Demonstrates a flexible approach to dealing with others. Manages unexpected issues with ease.#J-18808-Ljbffr

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