Description:
Client Care Specialist (CCS) is responsible for growing N2S wallet-share with customer by providing an excellent service and experience through an efficient delivery of our services to our clients. This position will work closely with cross-functional teams, utilizing different VMSs or CRMs to ensure efficient, high-end service delivery.
The Client Care Specialist role reports to Head of Shared Services / VP Client Services.
You
- are self-directed and customer focused
- are highly organized
- have an eye for the detail
- have exceptional customer service skills
- are able to effectively manage your work
- have a glass is always half-full attitude
- have experience working in a fast-paced environment
Responsibilities
- delivering an amazing experience to our clients
- day-to-day delivery of N2S’s products/services with a focus on meeting contractual deliverables and ensuring an effective and proactive communication with internal/external stakeholders
- maintain an updated SOP “Standard Operating Procedures” for day-to-day procedures and highlight any improvements as needed so that operations continue to function efficiently
- directly responsible for overseeing all day-to-day Client communications
- Client (client/worker/contractor) on and offboarding
- collection and verification of onboarding documentation (worker/contractor), ensuring the correct and valid information is on our records at all times
- create, update and issue assignment contracts for all parties involved, based on the information received from the client
- work collaboratively with all departments across multiple geographies
- anticipate, resolve and follow- through, in a timely manner, all issues related to the client/ worker/contractor
- handle critical client issues, requesting support and guidance as required
- build relationships with clients to aid in long term client satisfaction.
- Support with visa/work permit applications where required
Requirements and nice to haves
- 3+ years of experience working in a relevant area such as staffing industry operations, MSP or an internal HR/recruiting position
- strong communication skills (verbal and written) with the ability to connect effectively across all layers of the organization in both a face to face and remote working environment
- fluent in English and ideally in another European language (German, Polish, French, Spanish, Italian) at a professional business level
- local language skills for one or more of the countries in the focus market (Germany, Poland, Austria, France, Spain, Italy)
- experience with any of the following systems JobDiva, IQN, Workday, Beeline, Fieldglass, Wand is a nice to have