Client Services Executive2019-05-27T14:13:08+10:00
The Company:ShopperTrak – a part of Johnson Controls – is a trusted advisor to retailers and shopping centers in Europe, Asia and the USA. We work with internationally renowned brands. Through our unique retail technology and analysis solutions, we can identify key in-store and online profit opportunities in areas such as customer conversions, queue management, sales, marketing and merchandising. Our insights support retail benchmarking between stores and sites. We also pioneered and manage the now globally-recognized ShopperTrak Index, a set of national trend indexes measuring shopper numbers, which is relied upon by retailers and shopping centers across the globe as a consistent and trusted performance benchmark.About the role:We have an exciting opportunity for a Client Services  Executive to join our team based in North Sydney. You will be a part of the Australian Client Services team, to ensure the operation is customer-focused and fulfills and exceeds all its obligations with optimum efficiency and economy. Roles and Responsibilities:Ensure all client queries, questions and requests are handled in a professional and timely manner, to include correspondence via Remedy, telephone, and emailDeliver prompt responses/updates/solutions within agreed SLA to both internal and external customersUpdate and maintain all client details in RemedyResponsible for all client support operational BAU tasks including but not limited to; management of report runs & data feeds, index update & distribution, service pack reports, new site and canceled contract tasks, calendar, hierarchy & general report changes, Remedy queue managementTo provide client training on ShopperTrak reporting products including Site Analytics, FFI, etc. training to include remote, over the telephone and face to face, onsiteChair monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensure operational compliance and terms & conditions of the contract are metManage and measure service levels, client satisfaction, and other key performance criteriaEnsure trends in client needs are responded to and fed into the appropriate product development processProactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and cross-sell enhanced products and servicesEscalate issues where necessary to Global Client Services Manager to ensure high client satisfaction is maintained at all timeEffectively represent the interests of  ShopperTrak with both clients and suppliersUndertake analysis of data for both retail and retail property clients to support colleagues in Sales to deliver a strong and compelling ROI case to sell additional services and productsPresent analysis, results, and ROI to both clients and prospectsCreate and collate regular management statistical reports on technical support helpdesk activityOrganization of own time and tasks to complete allocated work on time as assigned by the line managerContinual development through the identification and action of own Personal Development Plan Required:Minimum 2-3 years experience in a Client Support roleExperience with working on reporting, collating data or data warehousing or data analyticsExcellent verbal and written communication skillsAttention to detailGoal-oriented and self-drivenNice to have experience in writing up technical documentation Good all-round administration skillsA Team Player, with the right attitude and mindset.  Adapts to change within Systems/Applications 50000 AUD North Sydney 2060

Client Services Executive

The Company:
ShopperTrak – a part of Johnson Controls – is a trusted advisor to retailers and shopping centers in Europe, Asia and the USA. We work with internationally renowned brands. Through our unique retail technology and analysis solutions, we can identify key in-store and online profit opportunities in areas such as customer conversions, queue management, sales, marketing and merchandising. Our insights support retail benchmarking between stores and sites. We also pioneered and manage the now globally-recognized ShopperTrak Index, a set of national trend indexes measuring shopper numbers, which is relied upon by retailers and shopping centers across the globe as a consistent and trusted performance benchmark.

About the role:
We have an exciting opportunity for a Client Services  Executive to join our team based in North Sydney. You will be a part of the Australian Client Services team, to ensure the operation is customer-focused and fulfills and exceeds all its obligations with optimum efficiency and economy. 

Roles and Responsibilities:

  • Ensure all client queries, questions and requests are handled in a professional and timely manner, to include correspondence via Remedy, telephone, and email
  • Deliver prompt responses/updates/solutions within agreed SLA to both internal and external customers
  • Update and maintain all client details in Remedy
  • Responsible for all client support operational BAU tasks including but not limited to; management of report runs & data feeds, index update & distribution, service pack reports, new site and canceled contract tasks, calendar, hierarchy & general report changes, Remedy queue management
  • To provide client training on ShopperTrak reporting products including Site Analytics, FFI, etc. training to include remote, over the telephone and face to face, onsite
  • Chair monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensure operational compliance and terms & conditions of the contract are met
  • Manage and measure service levels, client satisfaction, and other key performance criteria
  • Ensure trends in client needs are responded to and fed into the appropriate product development process
  • Proactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and cross-sell enhanced products and services
  • Escalate issues where necessary to Global Client Services Manager to ensure high client satisfaction is maintained at all time
  • Effectively represent the interests of  ShopperTrak with both clients and suppliers
  • Undertake analysis of data for both retail and retail property clients to support colleagues in Sales to deliver a strong and compelling ROI case to sell additional services and products
  • Present analysis, results, and ROI to both clients and prospects
  • Create and collate regular management statistical reports on technical support helpdesk activity
  • Organization of own time and tasks to complete allocated work on time as assigned by the line manager
  • Continual development through the identification and action of own Personal Development Plan

 Required:

  • Minimum 2-3 years experience in a Client Support role
  • Experience with working on reporting, collating data or data warehousing or data analytics
  • Excellent verbal and written communication skills
  • Attention to detail
  • Goal-oriented and self-driven
  • Nice to have experience in writing up technical documentation 
  • Good all-round administration skills
  • A Team Player, with the right attitude and mindset.  
  • Adapts to change within Systems/Applications