At CV-Library we have a clear vision, we want to help the world to work by matching job seekers and businesses on the global platform they need to succeed.
Our mission is also clear for all our team, we help people find jobs and develop their careers and we help businesses find the talent they need to succeed. This also applies to our own businesses within the CV-Library group too!
We ensure that every piece of work we do at CV-Library ensures we can achieve this, it makes us who we are! We have a fun and vibrant culture where results are expected, recognised, and rewarded. Our people make us who we are, we also happen to be a very talented bunch!
As a Senior Customer Service Executive, you will be responsible managing your own assigned client accounts and have outstanding communication skills to provide support with a proactive and solution-orientated service. You will have previous customer service experience in a professional, fast-paced environment, with a proven track record working towards targets or deadlines.
Key responsibilities
* You will be responsible for some of our largest accounts (Top 500 recruitment agencies), communicating regularly to provide support and assist with any queries.
* Proactively reviewing your client's accounts to ensure that they are utilising all aspects effectively and achieving the best results.
* Liaising with clients via phone, email and TEAMs meetings
* Utilising recruitment data to provide clients with individualised feedback on market trends and their account performance.
* Providing personalised online training sessions for your clients
* Working collaboratively with other departments to improve our account growth and retention.
* Holding regular performance reviews for a handful of your largest client base over TEAMs/face-to-face.
* Attending client visits and conduct onsite training sessions, when required to do so
Requirements
* Experience managing accounts in a customer service/account management or similar environment, working in a high-volume or fast paced setting.
* Ability to develop excellent client relationships and commercially driven, with demonstrable experience of adding value to assigned accounts
* Excellent written and verbal communication skills
* Good presentation skills and client facing experience (remote or face-to-face)
* Able to multi-task effectively with a high level of attention to detail
* Ability to produce reports, analyse usage and insights to clearly present to the client.
* IT literate, including MS office (including Excel) with the ability to navigate multiple systems competently, with ease