Client Experience Support

The Client Experience team is directly involved with client engagement, cancellations and feedback across Outsourced Doers and The Doers Way. 

The Client Experience Assistant will have a strong focus on client engagement and retention. This role will manage and resolve escalations and disputes, taking learnings from these escalations to drive new initiatives across the business and will be responsible for activities that relate to the developing strong and positive client relationships.

Position Tasks and Responsibilities

• Manage the escalation resolution process from the Client Experience pathway.
• Support clients through the escalation and resolution process through email and calls.
• Ensure that the client portfolio of tenured Founders is engaged with regular check-ins.
• Work to understand leading indicators for escalation, cancellation and identify opportunities to proactively decrease issues and escalations.
• Undertake the reactive outreach resulting from Net Promoter Score (NPS) surveys.
• Review procedures and client experience pathways for improvements, working with other departments within the company if required.
• Advocate for the client.
• Analyse client data to improve the client experience.
• Assist in the creation and review of policies and practises to optimise the client experience.
• Support broader team administrative functions, (Freshdesk Tickets, Helpscout inbox, Stripe/Financial admin).

Knowledge

• Sound comprehension of customer service practice 
• Technical aptitude and ability to rapidly learn new software and platforms. 
• Understanding of general Client issue resolution principles. 
• Strong stakeholder management experience.

Skills

• Well developed interpersonal skills. 
• Highly organised with the ability to multitask, prioritise and manage time effectively. 
• Highly developed written and verbal communication skills 
• Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom and Google Suite. 
• Ability to adapt and respond to different situations 
• Handle complaints, provide appropriate solutions and alternatives within the company's Service Level Agreement and follow up to ensure resolution 
• Strong stakeholder management skills.

Experience/Education

• A minimum of two years working in a client facing role, or client experience management. 
• Experience supervising others in a virtual setting.

Competencies

• Managing and Measuring Work.
• Motivating Others 
• Emotional Intelligence 
• Integrity 
• OD/TDW Product Knowledge 
• Quality Focused 
• Market Knowledge 
• Documentation Skills 
• Active Listening Skills 
• Speaking over the phone skills 
• Conflict resolution skills 
• Multitasking
• Patience 
• Empathy 
• Negotiation skills 
• Positive Attitude 
• Attention to Detail 
• People Oriented 
• Analytical 
• Problem Solving 
• Organisational Skills 
• Adaptability 
• Ability to Work Under Pressure

Other Position Requirements

• The company caters to a global customer base, and occasionally the ability to change your hours to support the team and clients in alternative time zones. 
• The company will occasionally require out of hours event support, of which you will be given advance notice of. 
• Interstate or overseas travel may be required to support business operations. 
• Compliance with all policies and guidelines outlined by the business (including Workplace, Health & Safety) 
• Ad-hoc duties as assigned.