Job Description
About the Role
The Client Experience Specialist role at Talogy is primarily responsible for supporting customers and colleagues throughout various stages of client projects. 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, and Software Engineering to ensure effective setup of client projects, and timely resolution of issues, complaints and challenges.
This is a full-time, permanent position, 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.
* Providing technical support to client projects as assigned.
* Running managed-service projects on Talogy platforms with limited support, i.e. coordinating the setup of assessments for selection or development on behalf of clients to deliver an end-to-end service.
* Supporting clients to independently use their own assessment and development solutions on Talogy platforms, e.g. running live demonstrations for clients.
* Building bespoke assessments and reporting content on Talogy platforms.
* Configuring new client accounts on Talogy platforms.
* Taking calls and emails from clients and handling them in a friendly and professional manner. Scenarios can include (but not limited to):
* Answering general questions and requests for information about our services.
* Processing one-off product purchases.
* Handling complaints or feedback on live projects.
* Reporting bugs or other software/product/platform issues, and liaising with clients to get these resolved in a timely manner.
* Providing feedback on client implementations to colleagues in other departments.
* Meeting service level agreements (SLAs) in their region.
* Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce and OpenAir.
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.