Account Specialist (Client Relations and Operations)

Content House is your go-to for real estate marketing content in Australia. Formerly Campaigntrack's Content Studio, the team at Content House has been setting the benchmark for real estate marketing since 2013.

Our Manila team is looking for dynamic individuals to fill the below position (4 slots available):

ACCOUNT SPECIALIST (Client Relations and Operations)

Reporting to the Customer Relations & Operations Manager, this individual's primary role is to support assigned client accounts, service providers in their respective zone(s) and internal departmentsthrough CSO channels (e.g., phone calls, emails & sms).

He/she will be the Subject Matter Expert (SME) on Clients information, point of contact(s), client-specific products, packages/bundles and their respective SLAs, making sure that the plans and initiatives to support the organization's goals are achieved by adhering strictly to standard operating procedures.

DUTIES AND RESPONSIBILITIES:

Account Administration and Coordination

• Serves as first POC to handle complaints which may require order/package adjustments
• Handle Customer Account creation and/or modification requests, product linking and bookings concerns/requests
• Work with different department leads in resolving or fulfilling any customer issues or requests, as may be required
• Report complaints and/or urgent issues which may impact customer relationship by following SOP for Escalations
• Setting up of provider accounts in the relevant systems - JT, CMS
• Maintain and update Client Information
• Provide client information and/or reports needed by the Sales/Account Management team
• Join Account Managers (AMs) in client meetings/health checks
• Close coordination with the Sales and AM team pertaining to client onboarding, maintenance, and monitoring of satisfaction levels during the three-month client relationship-building phase
• Have a good grasp of client behavior, preferences, etc.

General Duties & Responsibilities

• Answer calls and emails from clients, internal departments and service providers queries, requests and complaints using applicable systems for support in his/herrespective zones
• Proactively mitigate issues by ensuring that issues reported are properly investigated prior to making contact to the client via phone call with proposed solutions and/or alternatives
• Ensure that service levels are met in terms of:

1. Customer Satisfaction (CSAT)
2. Response Time Service Level Agreements (SLAs)
3. Quality Assurance (QA)in every customer contact

• Carry out the implementation of any process or company policy changes
• Remain abreast of the industry, new products, systems, etc.

Bookings

• Facilitate booking requests received via the different channels - email, phone, SMS, etc while ensuring that all bookings protocols are followed and that jobs are correctly processed and assigned
• Provide support to on the road staff (providers) in terms of their assigned jobs, diary, block outs, etc.
• Check next day bookings before end of day to ensure that jobs are assigned to the correct providers with appropriate travel times
• Ensure all bookings are properly assigned which includes covering jobs from providers who report unavailability for the day, custom/special jobs, etc

JOB REQUIREMENTS:

• Graduate of any Bachelor's Degree
• At least 5 years of solid Customer Service experience is required for this role
• At least 3 years experience in account coordination/management role with expertise in B2B industry
• Tech savvy
• Good interpersonal and organizational skills
• Experience in handling foreign accounts
• Excellent strategic planning andtime-management skills
• Knowledge of CRM applications or ticketing solutions
• Basic data extraction, processing & analysis preferred but not required
• Proficiency in Microsoft Office and/or Google Suite applications
• Solid problem-solving and decision-making skills andstrong attention to detail
• Experience in handling teams is not required, but a plus
• Experience in the real estate or marketing industry is preferred, but not required

JOIN US AND ENJOY:

• Positive company culture with regular employee engagement
• Market-competitive salary
• Great HMO and insurance package for you and 1 dependent
• Life insurance
• 20 paid vacation leaves and 10 sick leaves annually
• Paid training and social activities