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Senior Client Services Administrator

4 weeks ago

Dublin, Ireland Utmost International Full time

Utmost is hiring a Senior Client Services Administrator within our Customer Operations department in Navan.
Please note, this is a 12-month Fixed Term Contract and is based full-time in our Navan office.
Key Responsibilities Responding to client requests in a timely and professional manner
Triage emails and assigning them to the correct team within agreed SLA
Ensure processing of own tasks within agreed SLA
Meet personal/client service team targets on call handling SLA
Proactive and reactive contact with customers and advisers, plus any other relevant parties via telephone, letter or email to ensure work is processed efficiently and correctly
Go the extra mile to engage customers
Work closely with other departments to help them better understand clients’ needs
Ensure adherence to policies and procedures across the various products and business lines.
Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manner
Portray a mind-set of continuous improvement and innovative thinking
Bring ideas and improvements to the table and operate a can-do attitude
Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, Removal of waste, Customer effort
Use initiative for problem solving and identification of improvement measures
Identify opportunities to enhance customer experience
Support the roll out of strategic projects and initiatives as required
Key Requirements A strong customer services background dealing with external customers
Excellent communication and problem solving skills
Excellent English with proficiency in at least a second language (preferably Italian)
Exceptional written and verbal communications skills with the ability to work across all departments, clients, and business units
The ability to communicate confidently – both through speaking and writing – with colleagues and clients from all levels of an organisation
Goal-Setting and planning. Well organised and solution orientated individual.
Ability to work in a team
Ability to promote change
Client centric approach with focus on creating the best possible experience

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