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Client Engagement Specialist

About the role:

As a Client Engagement Specialist, you will have complete ownership of customer portfolios and serve as the main point of contact for clients and internal requests. Your responsibilities include actively managing communication, providing initiative-taking updates, and delivering excellent service.

You will be responsible for capturing and tracking customer interactions within our CRM tools, while also acting as a liaison between customers and operational areas in 1Solution. Identifying and communicating any process issues that may affect customer relationships to management will be vital.

Additionally, you will ensure accurate and timely updates to customers through various communication channels, collaborating closely with Provisioning/Fulfillment, Project Managers, BDM’s, Sales Teams, and Management to drive operational efficiency and problem-solving.

 

In summary, as a Client Engagement Specialist, you will own customer portfolios, act as the primary contact, manage communications, escalate issues, and collaborate with cross-functional teams to provide excellent service and enhance customer relationships.

Successful Applicant:

Whilst Telstra experience is preferred, it is not an essential criteria.

Tasks:

  • Complete ownership of the allocated customer portfolios
  • Function as the first point of contact for client and internal requests
  • Actively managing mailboxes, ticket queues and inbound phone calls
  • Proactively provide ongoing updates and communications to customers
  • Providing customers with excellent service in all interactions (whether by email, phone or in person)
  • Proactive escalation to team leads for customers and internal departments.
  • Capture all customer interactions and attempted interactions within CRM tools.
  • Function as the liaison between the customer and operational areas in 1Solution for account management
  • Identify and communicate operational/sales process issues affecting customer relationship to management.
  • Provide accurate and timely updates to customers via various communication channels, including, weekly/monthly meetings, email communication, phone calls.
  • Close collaboration with Provisioning/Fulfilment, Project Managers, BDM’s, Sales Teams, and Management

Perform all necessary tasks to successfully complete the project, including but not limited to above.

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