Client Service Associate

1 week ago

Bengaluru, India sonataOne Full time

Experience:

- 3+ years in account service management role
- 5+ years experience in a client management preferably in a services environment

Knowledge and Skills Required:

- Outstanding presentation skills
- Effective problem solving ability
- Outstanding verbal (oral) and written communication skills
- Ability to communicate with all levels of management
- Excellent time management and organizational skills
- Ability to work independently
- Strong MS Office skills

Main Activities:

- Assist the Global Program Manager in preparing engagement plans for each client with

scheduled and purposeful contacts over the lifecycle of their program in an agreed format.
- Assist with customer engagement workshops with clients and review with Business Solutions

prior to Client Service Manager signoff.
- Assist in preparing program launch communication kits for clients to ensure clients
- Responsible for setting up client programs including but not limited to questionnaires,

mystery shopper’s instructions, program rules, shopping guidelines and more.
- Creating and presenting quality business analysis reviews, results presentations and

executive summaries (frequency of reviews: in accordance to the client’s contract and

specifications) for clients.
- Monitor program performance by liaising with relevant stakeholders, and inform the line

manager about program implementation (including high impact enquiry line issues and

resolutions).
- Follow up with collections of outstanding payments in accordance with the advice from the

Finance department.
- Review each clients program on a quarterly basis and make recommendations which will

continue to improve and sustain the program beyond each contract period.
- Identify opportunities to up sell to existing clients by promoting the benefits and capabilities

of SonataGBW reports and tools within the client’s organization.
- Assist in conducting regular surveys and provide feedback from clients on all aspects of their

programs and their level of satisfaction to management.
- Participate in program design improvements based on client feedback (including service

standards development, program specifications, site lists, launch kits and reporting and

distribution requirements).
- Liaise with appropriate departments following contract acceptance and follow the process

through to delivery to ensure 100% client satisfaction is maintained.
- Investigate and resolve client-related queries and issues in a timely manner.
- Keep internal and external clients informed and educated regarding applicable process

issues, program progress, procedures and improvements.
- Other duties as may be reasonably required.

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