Client Services Supervisor

hace 7 días

San Francisco, Heredia, Costa Rica Experian A tiempo completo

Company Description
Experian is the world's leading global information services company.
During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence.
We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.
We have 20,000 people operating across 44 countries and every day we're investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity.
**Job Description**:
Experian Marketing Service's mission is to accelerate client success through enabling ecosystems, partnerships, and marketing technology solutions.
We help brands put people at the heart of their business and have meaningful interactions with their customers.
Experian is looking for a proven client services Supervisor that excels in providing guidance and insight to our marketing services team.
The primary responsibility of the client services supervisor is to lead a team of client service associates who perform various processing on high quality marketing lists and deliver those lists to our client's marketing platforms for campaign execution.
You will maintain the company's high value on operations excellence while managing a team to individual goals in their pursuit of operational excellence.
You will identify and coordinate training as needed and routinely schedule meetings with each employee to discuss their progress toward company goals.
You may collaborate with other departments in the company to develop goals and strategies for retaining clients while also looking for operational process/system improvements.
**What you´ll do**:

- Oversee a team of Client Service Associate's and ensure they are providing an exceptional client experience
- Interact with clients and build relationships with them while ensuring their needs are being met
- Mastermind creative ways to deliver an exceptional client experience
- Develop and oversee the implementation of client service protocols
- Resolve complex client problems or disputes in a professional manner
- Coach and support team members to help them meet departmental goals
- Keep records and documentation of client interactions for training purposes
- Use monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
- Manage workloads across the team, monitor task assignments, and reassign tasks to ensure balanced workloads and on-time delivery.
Qualifications**
What your background looks like**:

- 5+ years prior experience in customer facing roles
- 2+ years in a management role with proven experience
- Bachelor's or master's degree in Business/Marketing degree or related qualifications
- Excellent communication skills and the ability to anticipate the needs of customers
- Must demonstrate strong analytical and strong problem-solving skills
- Ability to make sound judgement calls
- Superior organizational and time management skills
- Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience
Knowledge of marketing operations and delivery processes is preferred.
- Superior communication skills.
Experience with presenting data to management.
Additional Information

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