Client Service Associate - PR News Agency

Job Purpose:

• Account managing the successful completion of orders for all wire, and e-mail distributions.
• Providing clients with an excellent service that exceeds their expectations and is in line with PRNE service standards.
• Generating additional revenue via add on sales (Up-selling)
• To provide the skills to handle the processing of tasks generated by PRNs Disclose Editorial systems.( French and Nordic).
• Adhering to all departmental Standard Operating Procedures at all times

Key Result Areas:

• Order processing and distribution
• Accuracy
• Quality and administration
• Internal and external client liaison
• Increased order values via Up-selling
• Active and committed team member

Order Processing

• Take and interpret client instructions, recognise client needs and propose solutions
• Ensure accuracy, attribution and acceptability of clients copy
• Ensure content accuracy of clients copy
• Monitor progression of order at all stages liaising with internal departments, the client and outside suppliers as necessary
• Ensure completed orders are checked and passed through promptly to invoicing
• Assume responsibility for co-ordination and completion of all orders
• Re-prioritise workload regularly and delegate orders throughout teams to ensure all deadlines are met
• Ensure all quality procedures are adhered to

Client Relations

• Promote a client-focused culture at all times
• Instigate initiatives and processes to build, develop and maintain excellent business relationships
• Understand clients needs and objectives
• Act as initial contact and take responsibility for all client queries and complaints. Follow standard escalation procedures at all times
• Maintain an excellent knowledge of all PR Newswire products and services.
• Provide consultative service - advise clients on available and appropriate circuits
• Provide advice to maximise potential pick-up of press release copy
• Maintain and develop relations with internal clients to achieve excellent service delivery

Quality and Administration:

• Ensure all jobs are assigned, distributed and fulfilled correctly
• Ensure all jobs and related correspondence/activities are accurately logged inPivotal (Order management system)
• Focus on quality standards and timelines to achieve team targets and objectives, and to maintain high visibility for the team within the company

Sales

• Identify and highlight add-on sales opportunities (Up-selling)
• Actively participate in sales initiatives

Team Building:

• Motivate and encourage fellow team members in all aspects of client services
• In the absence of line management ensure effective team communication delivers seamless service
• Ensure attendance at Team meeting, internal product launches and inter-departmental meetings
• Assist with new starters induction and training programmes
• Assist in training new members of other departments to ensure adequate knowledge of Client Services

Main areas of responsibilities:

• Order processing
• Adhere to departmental operating procedures
• Build client relationships
• Client retention
• Increase revenue per order and per client
• Ensure excellence in service delivery

In addition, the jobholder may be required to undertake additional duties falling within the scope of their responsibility and competence, as determined by the needs of the business and its customers

Competencies and Attributes

1. Appearance and General impact

• Positive approach to work and understand the importance of team work and personal initiative in achieving departmental and company goals
• Adhere to company guidelines on dress code
• Demonstrate excellent inter-personal skills with all levels of company personnel and clients

2. Specific skills, knowledge & experience

• Take ownership and assume responsibility
• Positive attitude
• Committed, dedicated and loyal
• Open and honest
• Work with integrity

• Comfortable with PR Newswires core values and behaves accordingly
• Mutual respect and support
• Team player
• Self motivated and sets good example to others
• Flexible
• Attention to detail
• Ability to prioritise, work under pressure and ensure deadlines are met
• Flexibility around team shift patterns
• Willingness to cover weekends and on call shifts for out of hours service where necessary
• Problem solver who can provide alternatives
• Assertive and influential