Customer Service Specialist-2

Purpose

As a Customer Success Representative, you are responsible for proactively managing client relationships, ensuring high levels of satisfaction, and driving client success through strategic engagement and retention initiatives.

Key Responsibilities

• Client Onboarding and Training
  • Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of our services.
  • Conduct training sessions to maximise client utilisation of our services.
• Client Relationship Management
  • Act as the primary point of contact for clients, maintaining strong relationships and regular communication.
  • Schedule and conduct regular check ins and reviews to assess and improve client satisfaction.
• Proactive Client Engagement
  • Develop and implement tailored plans and proactive engagement strategies to enhance client relationships.
  • Monitor client activity to identify opportunities for value addition and pre empt potential issues.
• Upsell and Cross Sell Opportunities
  • Identify potential upsell and cross sell opportunities and pass these leads to the sales team for closing.
  • Collaborate with the sales team to ensure a seamless transition and follow up on identified opportunities.
• Retention Initiatives
  • Implement proactive retention strategies to minimise client churn and reactive strategies to address client issues promptly including contract renewal processes.
  • Respond quickly and effectively to client concerns, ensuring high satisfaction and retention rates.
• Feedback and Continuous Improvement
  • Gather and analyse client feedback to identify areas for service improvement.
• Reporting and Documentation
  • Maintain accurate records of client interactions and activities in the CRM system.
  • Provide regular reports on client satisfaction, retention rates, and upsell performance to management.

Relationships (Leadership, Interpersonal Skills & Impact of Role)

Key Data for Business Area / Role:

• Number of Employees within business area - 13
• Number of Direct Reports to role - 0
• Revenue of business area - €36.6m
• Domestic focus
• Impact of the role on Brinks - Retain and increase revenue

At Brinks, everything we do is guided by our culture and core values. These core values govern our actions every day and reflect what is truly important to us as an organisation. Our goal is to provide a safe, professional and diverse work environment for our customers and employees.

Qualifications

• Education: Bachelor's degree in business, marketing, communications, or a related field (Preferred).
• Experience: Minimum of 2 years in customer success (required) and account management (desirable).
• Skills
  • Excellent interpersonal and communication skills.
  • Strong problem solving abilities and proactive approach.
  • Common sense approach and a can do attitude.
  • Strategic thinking with the ability to identify and capitalise on upsell opportunities.

Competencies

• Highly organised and detail oriented.
• Self motivated and able to work independently and as part of a team.
• Client focused with a passion for delivering exceptional service.
• Calm and assured in a fast paced environment.
• Ability to take ownership of a client's experience from start to finish.
• Solution focused with an eye on upselling when appropriate.

Business Success Factors

• Builds Organisation Capacity - Developing people to meet both their career goals and the organisation goals, building the correct organisational structure and identifying top talent to meet strategic goals.
• Compelling & Open Communicator - Clearly and succinctly conveying information and ideas to individuals and groups, communicating in a focused and compelling way that captures and holds others' attention.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives, bringing people together to leverage their diverse skills, talents and knowledge.
• Delivers Results - Translating strategic priorities into operational reality; aligning communication accountabilities, resource capabilities, internal processes and ongoing measurement systems to ensure that strategic priorities yield measurable sustainable results.
• Demonstrates Mastery - Has mastered the skills and knowledge required for the role.
• Encourages Excellence - Motivates others to achieve excellence.
• Leads Change - Driving organisational and cultural changes needed to achieve strategic objectives; adopting new approaches to improve results by transforming organisational culture, systems and /or product/services; helping others overcome resistance to change.