Client Services Associate

Client Services Associate

To provide key sales and customer support services in order to improve the client service experience. The Client Service Associate is expected through their knowledge and expertise in print and digital products improve performance (according to the department’s KPIs and established Service Level Agreements), reduce churn, retain and build customer loyalty, and increase revenue opportunities. This position will also partake in customer contact sales activities such as inbound and outbound post-sales customer contact to help customers understand their advertising, address any questions about the use of our services and identify opportunities to upsell and conduct surveys.    

 KEY COMPETENCIES: 

• Must have a sound, working knowledge of the full suite of print and digital products from Yello, Imagine Digital and its subsidiaries. This includes but is not limited to SEO, SEM, Websites, SMM and other digital products.  
• Proficient in Microsoft Excel (competent in the development of spreadsheets by use of functions, formulas and other advanced tool options)
• Proficient in Microsoft PowerPoint (competent in the development of high-impact presentations with efficient use of the software’s tool options) 
• Basic understanding and ability to use MS Word and MS Outlook. 
• Demonstrate work scheduling management and the ability to track and meet timelines 
• Pays attention to detail and is highly organized 
• Is a Customer-Service Ambassador and works by demonstrating the company core values. 
• Displays a commitment to delivering excellent customer service  
• Possesses excellent interpersonal skills 
• Resilient, adaptable & flexible 
• Is Solutions-oriented and willing to think outside the box 
• Is a natural team player 
• Has the ability to quickly build rapport with the customer  

SPECIALISED SKILLS, TECHNIQUES/LEARNED DISCIPLINES 

• In-depth knowledge of directory & international standards. 
• In-depth knowledge of Telco’s Customer Information Systems. 
• General knowledge of the products and services offered by Telco. 
• Basic knowledge of the Law of Contracts & Accounting principles 

DUTIES and RESPONSIBILITIES:   

Client Care Relationship :  

• Handle customer queries and work with other business units for resolution. 
• Build and maintain effective working relationships across Yello Media Group markets in order to meet customer needs. 
• To support the Sales functions in ensuring that Yello clients have been and share the ownership of managing the customer experience. 
• Manage inbound and outbound calls and update the organization’s CRM system accordingly. 
• To prepare for Welcome calls and Health checks by confirming the completeness of the product. 
• To understand and address post-sales customer needs. Welcome calls, emails, and health checks.  

SPECIFIC FUNCTIONS:

 Prepping of Accounts by:  

• Checking Heading Stats 
• Using Google Keyword Planner 
• Checking  CIS/Liberate 
• Ensure all E products purchased in the previous canvass are fulfilled. 
• Request fulfilment and correction of E products where necessary 
• Ensure white Page banners are printed  
• Compare previous year’s contract with current to ensure that all items have been rolled over correctly. 
• Prepare proposals in excel format as requested by customers.  This is usually required for the sales call and used in the decision making process before the contract is signed.  
• Pre-check government and large contracts.  
• Fill out reassignment of accounts form and send it to Sales Strategy and Analytics. 
• Handle Flow related requests/issues and provide follow-up with customers and with Flow on behalf of Advertising Consultants. 
• Inform consultants of any problems likely to affect customer relationships  
• Assist consultants by using various resources to complete CCFs for new and existing accounts as required.  
• Handle daily contract queries that are returned from publishing for amendments.  
• Assist with monitoring of workflow of top thirty accounts  
• In collaboration with CCBU and billing arrange detailed payment plan with Telco for customers 
• Collating information and preparing sales report –weekly, monthly and benchmark report as requested. 
• Researching potential prospects using the internet, newspaper and Flow’s database 
• Resolves any problems with contract processing by investigating data and history 
• Assist consultants with artwork to come by contacting customers who have not responded to emails or deadlines.   
• Assist with training sessions for advertising consultants and prepares training manuals, folders etc. 
• Participate in conducting customer surveys 
• Any other duties assigned by management. 

QUALIFICATIONS AND EXPERIENCE: 

• A certificate in Business Administration or Management Studies  
• At least two (2) years working in a database, publishing and printing environment. 
• Minimum Associate Degree/level education preferred.  
• Sound knowledge in market and business acumen. 
• Excellent organizational skills and time management skills are essential. 
• Excellent written and verbal communications skills. 
• Ability to work independently yet functions well within a team environment. 
• Sales experience preferred.  
• Good understanding of SEM, SEO, SMM and Google Analytics preferred. 
• Strong ability to read, understand and explain statistics and analytics. 
• Web design knowledge preferred. 
• Experience in customer service. 
• Previous success in dealing with queries and issues in a customer-centric environment. 
• Ability to clearly convey information and ideas via the telephone to individuals in a manner that engages the audience and helps them to understand and retain the message. 

 Note: This job description may be updated periodically. 

                                                        Application Deadline: October 13, 2024