Apply: WGSN - Client Services Specialist - Melbourne

Role Title
Client Service Specialist -Melbourne
Region
APAC
 
Role purpose
 
The Client Service Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. Working in partnership with the AM team the CSS role is to ensure that customers get tangible value from our service.
 
 
Key responsibilities
 
·        Exceed KPI targets aimed at increasing user engagement with our services
·        Follow our retention wheel with existing clients to maintain and grow the relationship by regular contact with users to understand their business process and challenges and advise on how our service can help them
·        Follow up on all customer requests in a timely manner
·        Arrange & deliver training/workshop style meetings with clients which is tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
·        Partner with the Account Manager(s) to collaborate on account plans for all key/growth accounts
·        Keep up to date with all developments in our range of products and services and ensure you are an expert in all aspects of everything we do
·        Monitor the active user report and health check status of all accounts and be pro-active with any that are red or amber status
·        Ensure all customer and account information is recorded accurately in Salesforce and on the Account Management panel and keep all contacts up to date 
 
KPIs
 
Achieve/exceed specified targets as agreed with your Manager in respect of the following:
·        Increase in users engagement demonstrated through active user report
·        Client meetings
·        Any others agreed as part of the yearly appraisal process
  
 
Experience required
 
·        Use of Salesforce or similar CRM an advantage
·        Truly exceptional customer service experience ideally within Fashion
·        High level written & verbal English language skills with ability to work across various communication methods
·        Effective priority management skills
·        Experience in effective face-to-face communication with clients through delivery of product training to diverse customer audiences
·        Strong presentation skills, flexible in style 
Key competancies required

• Ability to work in a high performing, fast paced environment
• Motivated, with a strong work ethic and desire to succeed
• A team player, keen to take on ad hoc tasks as and when required
• Customer-focused with a positive ‘can do attitude’
• Able to understand customer needs (implied and explicit) and provide help and solutions through the products that we have
• Relationship building skills that helps build trust and rapport with existing customer
• Exceptional presentation skills, tailoring any presentation to the client
• Strong organizational & multi-tasking skills – good attention to detail and able to work under pressure and meet deadlines
• Excellent communication skills – confident and good listening skills
• Interested in keeping up-to-date with trends and current issues that affect WGSN
• Able to show use of Salesforce to record activity

 

 
 
 
WGSN Behaviours to demonstrate in everything you do
 

• We CREATE

• Be passionate about what you do
• Feel empowered to innovate, push boundaries
• Be proactive and not just reactive

• We CELEBRATE

• Revelling in our differences. Seeing the value in our diversity. Empowering each other.
• Acknowledging and recognition of our peers’ successes
• Building bridges
  
  

 

• We COMMUNICATE

• Speaking up vs. keeping quiet.  Sharing your ideas and knowledge – a learning culture with constructive solutions!
• Seek to understand vs. be understood

Consider the impact of your actions/communications on other

•     We CHALLENGE
   
  
  
  

• We are passionate about challenging the status quo and pushing ourselves out of our comfort zone
• Forward thinking and be great problem solvers
• We have the courage to stretch ourselves and take risks
•  

• We COLLABORATE

• Listening to each other, being open, creating a safe space
• Working with our clients to help them achieve success
• Stepping outside of your job description to help get things done