A Client Services Executive is required to join digital marketing experts within the legal sector.
You will be one of the first point of contacts for their customers via a direct dial customer support phone number. There will also be an element of handling overflow calls from their switchboard from time to time where these will need to be forwarded to the correct team member or department - this will require a good understanding of the business and the needs of the client.
Some of the customer support calls are simple “How do I use the CMS to…” or “How do I find this information in Google Analytics” questions which you will deal with directly.
You will support the Account Managers and Client Relationship Manager service a portfolio of existing clients of varying sizes. You will report to the Client Services Manager but with significant day-to-day interaction with Head of Account Management their Head of Marketing Services and Director of Stuff & Things.
Your role will involve work with their Content Management System to action editing-requests received from existing customers as well as to load content on to new websites. Support requests arrive via email into an automated case-tracking system which you will be monitoring.
In addition, for new site builds your role will include reviewing the content and structure of any existing site, creating a new sitemap following the structure of their platform, and ensure the new design works with the client’s content.
You will also be required to undertake Google Analytics administration and setup along with other monitoring and reporting tools.
Main Responsibilities:
- Answering the phone and directing the call accordingly.
- Frequent phone and email communication with clients to confirm requirements for changes to their website.
- Working with their Content Management System to modify websites as requested by the client
- Phone-based training to help clients make minor edits to their site using their Content Management System
- Building website sitemaps and discussing with clients
- Reviewing content on an existing website with the client and sending feedback to the design team
- Updating Google Analytics and other platforms used by us to help understand the performance of clients’ websites
- Sending monthly reports for marketing services projects
- Project setup once paperwork received and initial instruction received from AM
Required Skills:
Applicants must have the following experience:
- Previous telephone based work experience
- Previous customer service experience
- Good communication skills (both oral and written)
- Good overall computer skills and MS Office
- Meticulous attention to detail
- Basic SEO understanding & skills
- Accurate spelling
- Good common sense, with a GSOH, be able to operate as part of a tight-knit team in a pressured environment working to tight deadlines.