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Client Services ExecutiveLondon, United Kingdom

Posted 14 January 2020

An exciting opportunity has arisen for a proactive, self-starting Client Services Executive, to join CRU International in the global Customer Services team based in London, Singapore and Pittsburgh.

This is a key role as part of CRU’s proactive Customer Services function. Once appointed, the Client Services Executive will become part of a dynamic, supportive, successful and truly international team, with the key focus on building and strengthening client relationships whilst providing sales support to the regional sales team.

Candidates need to have a proven record in working within a proactive customer services role, and be comfortable and confident with client interactions at all levels. Experience of working within an information subscription business would be highly advantageous. Candidates need to be fully proficient in the use of MS Office, especially Excel.

Other experience we are looking for within this role includes:-

  • Proven record of raising and processing orders and dealing with payment queries
  • Proven record of dealing with subscriber change requests as part of a subscription cycle
  • Experience providing sales support to field sales
  • Experience of working with a regional/global portfolio of clients
  • Experience of working with a subscription agency is preferable
  • Experience of using Salesforce/CRM Systems
  • Experience of using Customer Services Helpdesk Ticketing system
  • Experience in using online order processing systems

About the role

Proactive client contact

  • Proactively ensuring new clients set up their online account, and understand how to consume their reports from the online delivery platform
  • Proactively ensuring clients who have not logged in after 1 month set up their online account or a suitable replacement is found for the license
  • Proactively ensure clients download and activate their interactive cost models
  • Handling client enquiries received via the Customer Services inbox/helpdesk. This can cover the website, the subscription, the users, invoice and payment

 Regional Sales Team support

  • Assisting with handling client queries
  • Assisting with writing and delivering proposals
  • Assisting with raising orders
  • Assisting with providing client online usage information for renewal conversations
  • Holiday/sickness cover where required, especially for clients

 Order Processing & General Administration

  • Checking and processing orders raised by the regional sales team before sending to fulfilment bureau for processing
  • Processing subscriber change requests before sending to the fulfilment bureau for processing
  • Investigating and fixing email returns
  • Completing legal paperwork and supplier forms as required by clients
  • Escalating issues with any process to the fulfilment bureau or IT Department for resolution
  • Partners and systems
  • Responsibility to manage relationship with fulfilment bureau on a daily basis – orders and changes
  • Responsibility to manage relationship with IT Development on a daily basis – for client online queries and order platform

 

 

 

 

 

 

 

 

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