Post Title: Client Services Representative
Job Number: 910966
Work type: Full time
Location: London
Description of Area of Business
Computershare Governance Services (CGS) is changing the way the world's most well-known, most widely respected global companies manage their legal entities and their associated governance and compliance obligations. Our solutions support Issuers in establishing an entity management practice that transcends global borders and departmental boundaries for what is a core element of their total Governance and Compliance framework.
With the mantra of "Adding Value, Minimizing Risk and Reducing Costs" we aid hundreds of Fortune Global 1000 clients today in the management of entities and associated obligations.
Main Purpose of the Role
The role of the Customer Support Representative will be to provide telephone support to our Clients in the European region in the use of our web based software application. The application is used by the Company Secretarial, Legal and Financial Departments of large and small Companies to ensure that their legal compliance requirements are dealt with in an efficient manner and is also used to assist in effective Entity Management.
The activities noted below provide a non-exhaustive list of the responsibilities held by the Customer Support Representative. The Company will expect the Customer Support Representative to assume additional responsibilities, as business needs dictate.
Key Responsibilities
·
Provide first level technical trouble shooting
and diagnostics to clients for reported application issues to support our Web
Application and resulting from upgrades
·
Liaise with customers and other members of
Computershare Governance Services to identify technical and application issues,
develop a detailed work plan to address identified issues, estimate resource
requirements and deliver resolution to identified issues
·
Create and maintain all necessary case
documentation
·
Sale of additional revenue opportunities from
"value added" services (Consulting, customisation, db conversions
etc)
·
Assist in the general design of training
materials, course structuring and training delivery (classroom, Web-ex etc).
·
Participate in review of compliance
requirements, general product development feedback, user acceptance testing for
the application
·
Create and maintain documentation for the
application to assist clients on the use of specific sections as required
Essential Skills, Experience and Competencies
·
Possess excellent communication skills with a
pleasant telephone manner
·
Have the ability to learn quickly, embrace
challenges and take direction
·
A motivated individual with ability to work to
meet tight deadlines
·
Have the ability to maintain professionalism and
work accuracy even when under pressure
·
12 months+ of progressive customer service
experience in an Application or Professional Services organisation with working
knowledge of customer service methodologies
·
Be computer literate, with good keyboard skills;
familiar with different on-line data-base packages.
·
Good problem solving skills and resourcefulness
·
Be a good team player or independently as
required
·
Ability to maintain client satisfaction and
manage client expectations
·
Ability to communicate effectively in German
(Required)
·
Knowledge of Corporate Governance and Entity
Management policies
Specific Key Benefits of the role
Computershare offers all employees 25 days holiday, excellent pension scheme, shareholder incentive plan, subsidised gym membership and a flexible employee benefits scheme.
All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.
Closing date: 29 Nov 2013 11:55pm GMT Standard Tim
View more information on the website below;
http://careers.computershare.com/jobDetails.asp?sJobIDs=910966&lWorkTypeID=&lLocationID=5496%2C5497%2C5499%2C5501%2C8008%2C8009%2C8011%2C8013%2C8014&lCategoryID=&stp=AW&sLanguage=en