Client Support Specialist

Summary

Client Support Specialist provides operational and administrative support, building positive customer relationships, increasing awareness of our products and services, and improving engagement with current and prospective clients through spot and social media marketing.

Responsibilities

• • Plan and execute sales activities that will ensure sales growth objectives; this includes visits to residential and business establishments.
• • Properly demonstrate the benefits and features of the company’s B2B and B2C programs.
• • Develop and maintain relationships with customers, including delivery of monthly account information and billing.

• Communicate with internal and external stakeholders:

  • • Initiate the sales process by scheduling appointments and identifying customers’ needs to provide solutions.
  • • Creatively respond to and seek out opportunities to promote subscriptions, including preparing promotional material for spot and social media execution.
  • • Collate and monitor subscriptions feedback from readers, informing the editorial and production teams as necessary.

• Coordinate all communications with subscribers, online and offline:

  • • On-board customers and keep the communication consistently alive; to include the sending of welcome letters to new subscribers, and fulfill subscriptions offers.
  • • Maintain subscriptions database, keeping accurate and detailed records.

• Produce weekly reports to Supervisor and Department Management Team which should include the following:

  • • Provide forecasts, reports, and marketing intelligence as necessary.
  • • Monitor subscriptions progress and create reports that provide regular and accurate performance metrics for management.
• • Ensure maximum possible conversion and retention rates (e.g., by improving the customer journey).
• • Undertake lapsed subscriber research and create targeted renewal campaigns.
• • All other agreed executions within the Subscription Unit that were executed daily or on call.

Required Skills

• • Possess excellent interpersonal skills and be Customer Service oriented.
• • Demonstrate ability to maintain a high degree of accuracy and pay strict attention to detail.
• • Demonstrate ability to organize and prioritize work to meet deadlines and manage multiple tasks simultaneously.
• • Be a critical thinker and problem-solver with ability to work under pressure.
• • Excellent oral and written communication skills with the proven ability to think and write creatively.
• • Possess strong interpersonal skills with the ability to work both collaboratively within a team environment and independently.
• • Demonstrate skill in the use of Microsoft Office programs (Outlook, Word, Excel, PowerPoint, Teams, and SharePoint).

Qualifications

• • First degree in Business, Marketing, or equivalent discipline
• • Diploma /Certificate in Customer Service or equivalent
• • Experience in Business Development

Additional Information and Instructions

• Working conditions:

  • • Required to work long hours

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