Senior Associate Client Servicing

Job Description

Sr. Business Associate Client Services is a highly responsible role. The incumbent will be involved in daily client and inter team interactions and working on client inquiries for service quotations, related queries first hand. Thus, the position is challenging and is ideal for those interested in continual learning and self-development in the work role. 

We are looking for candidates who would enjoy working in a challenging environment and interact with professionals on an international level, who have the enthusiasm and ambition to be part of a Client Servicing team that delivers high-quality services and who want to be part of an organization where technology is the core of everything that is done. 

Key Responsibilities: 

• Process client inquiries received via website forms and emails on a daily basis. Follow up with these pending inquires on a daily basis to ensure the inquiries get confirmed as well. 
• Address all client queries around these quotations, resolve their concerns before and after confirming the order in order to ensure their questions are answered and the service SLA and flow is smooth. These queries can be via email as well as phones (both incoming and outgoing calls.)
• Customer relationship management (CRM). Analyse client feedbacks from time to time and assist the CE (Client Experience team) and the CS Managers on various CRM initiatives.
• Identify potential clients and successfully them into a sale opportunity to increase sales
• Conduct competitor analysis and assist marketing team and CS Managers in positioning, marketing, and development of older services as well as launching new services from the perspective of Japanese cultural acceptance and client voice gathered from the daily interactions
• Play an active role in not only meeting but also exceeding client satisfaction 
• Communicate and coordinate with the team of project managers, marketing managers and academic editors to ensure client satisfaction
• Efficiently handle information management that maintains client records, project details and tracking of their project’s progress. 

• Work in collaboration with the Project Management Team, Quality Team and Payments and Indian CS team members
• Work in collaboration with the Marketing team for implementation of campaigns and strategies