Job Description

Job Header

Client Experience Officer

Advertiser: FCB GroupMore jobs from this company

Job Information

Job Listing Date
5 Mar 2019
Location
Brisbane, CBD & Inner Suburbs
Work Type
Part Time
Classification
Sales, Account & Relationship Management

Client Experience Officer

The Opportunity

An exciting part-time (3 days per week) opportunity has become available for a passionate cloud based technology enthusiast who is motivated by the challenges of continuously exceeding client expectations and providing them with the most streamlined experience possible.

The role forms an essential part of our clients' journey, will manage help desk enquiries and facilitate all aspects of client on-boarding. 

Reporting to Head of Client Services, you will be an integral part of the team with responsibilities including but not limited to:

Technical Support for Cloud Based Technology Solutions

  • Respond to enquiries relating to the use of our cloud based platforms
  • Utilise specific software tools and problem solving strategies to resolve client issues and continuously improve on the client experience process
  • Troubleshoot and investigate bugs/faults in the cloud platforms in order to identify the cause
  • Escalate technical support tickets to the relevant department for resolution and manage stakeholder expectations for internal and external clients
  • Prioritise and manage multiple open support tickets
  • Liaise with clients through a series of actions to help resolve technical issues
  • Create and maintain online knowledge base articles which document solutions to common client queries
  • Configuration of the cloud based platform to apply tailored design changes to strategically align the core system to client specific business needs

Client Relationship Management

  • Contribute towards our overall high customer satisfaction and retention rates
  • Responsible for the management of all incoming client enquiries
  • Deliver exceptional customer service by proactively responding to their questions/concerns in a timely manner
  • Interpret the needs and identify optimal solutions for the array of incoming stakeholder queries
  • Conduct regular and systematic CRM meetings with clients
  • Lead clients through the initial on-boarding process and throughout the client life-cycle
  • Comprehensive engagement with all other business departments, including our Sales, Advisory and Technology teams.

Our Ideal Candidate

You will have outstanding written and verbal communication skills, with a genuine interest in the management and configuration of cloud based SAAS technological solutions. You will have a strong skill set with computers and familiarity with Microsoft Office Suite and cloud applications including Zendesk, Atlassian / JIRA and Salesforce (highly preferred).

You are solutions focused with an optimistic mindset, can act in an intuitive, forward thinking manner to solve problems and reach resolutions promptly.

Your strong leadership and relationship management skills, outcome focused and the ability to hold a team accountable for broader organisational targets will see you succeed in this role.

Being able to organise and prioritise a busy workload with competing stakeholder needs, meet complex deadlines and solve problems under pressure while maintaining a high attention to detail are critical in this role.

What We Offer

Our fast-paced and supportive environment brings out the best in our people by providing comprehensive ongoing training, guides and support tools for the right applicant. In addition, there are career development pathways which are fostered through regular mentoring and individual career mapping exercises. You will have the opportunity to really be part of a challenging environment and a dynamic team culture, where you will be recognised for your commitment and rewarded for high performance.

If this sounds like the role for you and you have a passion for cloud based technology, please send expressions of interest with a covering letter and CV to kxh@fcbgroup.com.au or click 'Apply for this job'.

The Opportunity

An exciting part-time (3 days per week) opportunity has become available for a passionate cloud based technology enthusiast who is motivated by the challenges of continuously exceeding client expectations and providing them with the most streamlined experience possible.

The role forms an essential part of our clients' journey, will manage help desk enquiries and facilitate all aspects of client on-boarding. 

Reporting to Head of Client Services, you will be an integral part of the team with responsibilities including but not limited to:

Technical Support for Cloud Based Technology Solutions

  • Respond to enquiries relating to the use of our cloud based platforms
  • Utilise specific software tools and problem solving strategies to resolve client issues and continuously improve on the client experience process
  • Troubleshoot and investigate bugs/faults in the cloud platforms in order to identify the cause
  • Escalate technical support tickets to the relevant department for resolution and manage stakeholder expectations for internal and external clients
  • Prioritise and manage multiple open support tickets
  • Liaise with clients through a series of actions to help resolve technical issues
  • Create and maintain online knowledge base articles which document solutions to common client queries
  • Configuration of the cloud based platform to apply tailored design changes to strategically align the core system to client specific business needs

Client Relationship Management

  • Contribute towards our overall high customer satisfaction and retention rates
  • Responsible for the management of all incoming client enquiries
  • Deliver exceptional customer service by proactively responding to their questions/concerns in a timely manner
  • Interpret the needs and identify optimal solutions for the array of incoming stakeholder queries
  • Conduct regular and systematic CRM meetings with clients
  • Lead clients through the initial on-boarding process and throughout the client life-cycle
  • Comprehensive engagement with all other business departments, including our Sales, Advisory and Technology teams.

Our Ideal Candidate

You will have outstanding written and verbal communication skills, with a genuine interest in the management and configuration of cloud based SAAS technological solutions. You will have a strong skill set with computers and familiarity with Microsoft Office Suite and cloud applications including Zendesk, Atlassian / JIRA and Salesforce (highly preferred).

You are solutions focused with an optimistic mindset, can act in an intuitive, forward thinking manner to solve problems and reach resolutions promptly.

Your strong leadership and relationship management skills, outcome focused and the ability to hold a team accountable for broader organisational targets will see you succeed in this role.

Being able to organise and prioritise a busy workload with competing stakeholder needs, meet complex deadlines and solve problems under pressure while maintaining a high attention to detail are critical in this role.

What We Offer

Our fast-paced and supportive environment brings out the best in our people by providing comprehensive ongoing training, guides and support tools for the right applicant. In addition, there are career development pathways which are fostered through regular mentoring and individual career mapping exercises. You will have the opportunity to really be part of a challenging environment and a dynamic team culture, where you will be recognised for your commitment and rewarded for high performance.

If this sounds like the role for you and you have a passion for cloud based technology, please send expressions of interest with a covering letter and CV to kxh@fcbgroup.com.au or click 'Apply for this job'.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?

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