Client Services Representative (AUS)
Core
Supports customers by answering questions, troubleshooting, resolving complaints, and providing guidance on IngramSpark/Lightning Source service offerings.
Role type
Client Services Representative
Builds
Customer satisfaction and sales volume via clarification of special offerings and upselling
Domain
Publishing distribution and digital content services
Deliverable
client delivery
Required skills
Customer relationship management, troubleshooting, upselling, multi-channel communication (phone/email/chat), internal system usage, cross-functional liaison, metadata optimization knowledge, file creation compliance
Preferred skills
Critical thinking in ambiguous situations, adaptability to frequent change, active listening, constructive relationship building
Technologies
Internal systems and platforms for customer requirement recording and actioning
Responsibilities
Act as primary point of contact for customers, manage customer relationships with sales/premedia/operations, resolve customer queries efficiently, liaise with internal teams across US/UK/AU, support third-party customer service agents, attend virtual meetings for white-glove service
Seniority
Entry-level, individual contributor