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Client Services Officer

Employer
Manpower Ireland
Location
Dublin City Centre, Dublin
Salary
Negotiable
Closing date
2 May 2019
Job Purpose:

The Client Service Officers (CSO) make up part of the department called Client Operations, which is a unit within Treasury and Trade Solutions (TTS).
The CSOs are our clients' first point of contact for all their cash transactional and technical queries on their accounts held with Client in Western Europe and in exceptional cases accounts held outside Western Europe.
CSOs would be required to manage a designated portfolio of our most important clients in the team, by ensuring that incoming enquiries are dealt with in an efficient and effective manner.
The successful candidate for this role will be a highly motivated, enthusiastic, proactive individual who is able to 'think outside of the box' and has a passion for delivering client satisfaction.

Job Description:

    Client Service Officers are required to: Ensure customer queries are answered in the most efficient way possible. Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner. Support and strengthen customer needs in an efficient, effective and professional manner and handle exceptional requests when required. Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer. Service specific customer enquiries accurately and in a timely manner in line with departmental standards Provide service and interact with colleagues in line with the Clients values and policies. Fluent English is essential, fluent in another European language is advantageous
Key Responsibilities:
    Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required Drive client satisfaction for given portfolio - including regular proactive calls and visits where required. Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue Escalate customer feedback, processing delays and errors appropriately Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable Keep updated on all new market and regulatory requirements affecting client portfolio/base Ensure adherence to all departmental standards/KPI's and ensure a pristine control environment maintained at all times
Experience:
    Experience in Customer Services and/or Finance Proven track record of managing client relationships and delivering high quality customer service Fluent English is essential, fluent in another European language is advantageous language where required (2 is advantageous) Must have proficient use of all Microsoft - - Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills Experience in a fast paced team environment, with being a senior member or SME in this team being an advantage

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