Client Services Representative (AUS)

Job Summary - Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings. 

Essential Duties:

• Acts as the primary and oftentimes sole point of contact for customers.
• Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.
• Increase sales volume via clarification of special offerings and upselling.
• Deals with all publisher queries efficiently and accurately on the phone, email and chat.
• Ensures customer questions and concerns are resolved with a satisfactory resolution.
• Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.
• Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
• Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
• Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer.
• Support the drive for sales growth via effective execution of upselling.
• Provide support and answer questions for third-party customer service agents, resulting in a positive customer experience. 
• Attend recurring virtual meetings with customers to provide white-glove level of service and support.
• Maintain knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance.

Other Duties:

• Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.

Qualifications

Knowledge, Skills and Abilities:

• Possess strong oral and written communication skills
• Manage workload by establishing priorities
•  Ability to operate successfully within a fast-paced environment
• Ability to think critically in ambiguous situations
• Handle accounts with minimum supervision
• Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity
• Ability to be flexible/multi-task based on workflow demands
• Ability to speak, write and read the English language
• Ability to develop constructive and cooperative working relationships with others, and maintain them over time
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
• Ability to maintain consistent, punctual and regular attendance
• Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
• Ability to engage in active listening with coworkers, management and clients/customers
• Attention to detail
• Knowledge of organization, operating procedures and policies of the company
• Ability to apply new knowledge, technology and procedure to job responsibilities
• Ability to meet and maintain performance objectives (standards)
• Ability to maintain full time work schedule during normal company operating hours

Education and Experience

• High school diploma or GED
• 1 year of customer/client service exp

Essential Physical Demands

• Sedentary work
• Standard office environment

Perks/Benefits:

• Competitive salary
• Generous holiday plus Bank Holidays
• Life Assurance
• Company Pension Scheme
• Company Sick Pay Scheme
• Continuous Professional Development and Training Opportunities
• Business Casual dress code, dress down Fridays
• Free onsite parking
• Free Hot drinks
• Snack and Drink Vending machines on site
• Gym Membership Corporate Discount
• Service Awards