Customer Service Specialist
Core
Primary Customer Service contact for assigned strategic accounts, driving satisfaction and first-time resolution via proactive engagement.
Role type
Senior Customer Service Specialist (Strategic Accounts)
Builds
Customer relationships and resolution outcomes for strategic accounts
Domain
Publishing & Academic Services
Deliverable
client delivery
Required skills
Strategic account management, root cause analysis, process improvement, project management, order/invoice processing, SOP creation, SAP/Salesforce expertise, KPI/SLA management
Preferred skills
Advanced Excel, cross-functional liaison, training delivery
Technologies
SAP, Salesforce, Microsoft Office (Excel)
Responsibilities
Resolve complex product/service queries, manage assigned strategic accounts, process orders and claims, update Standard Operating Procedures, suggest portal content improvements, assist with team training
Seniority
Experienced, hands-on IC