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Client Service Specialist II

Ideas change the world.

Help us change the way the world manages them.

Job Summary

The Client Service Specialist II is responsible for working as part of a team with a Service Account Manager III in the development and retention of CPA Global’s top-tier 3 customers.

Specifically, you are responsible for servicing assigned patent customers in regards to day-to-day queries and other duties as assigned by the SAM, Team Manager or Team Leader while maintaining a 24-Hour response time to clients.

Principal Duties and Accountabilities

Ensure effective business relationships are maintained with small enterprise clients by providing world class personalized and proactive customer service.

As a member of the Client Engagement team, you will be responsible for the following areas within the business.

This role may include other related activities from time-to-time.

Customer satisfaction

* Ensure customer retention for an assigned portfolio of customers.

* Liaise with all areas of the business where/when defined to meet customer expectations by ensuring adherence to the agreed or required service levels.

* Resolve issues by responding promptly and efficiently to customer queries within the set 24-hour turnaround time.

* Ensure compliance with procedures and take immediate action where risk areas arise.

Customer Retention

* Develop customer knowledge and familiarity of CPA Global’s services.

* Handle occasional sensitive situations with customers and escalate complaints to management.

* Ensuring customers receive a professional, efficient and courteous response to queries regarding their renewals service.

* Responsible for ensuring that a successful working relationship is developed between on-shore and off-shore local and global teams.

Project work

* The CSS from time-to-time may be responsible for managing projects as assigned by management for existing customers.

* Responsible for following global processes and procedures.

Business Interactions

* Manages time effectively and to help colleagues with workload peaks.

* Build internal relationships with other teams to promote a consistent and professional approach.

* Ensure turnaround times and quality of responses meets the targets and is aligned with the business objectives.

* Build an effective business relationships with customers by providing a personalised and proactive service.

* Embrace initiatives to reduce manual exceptions/work around to facilitate a more seamless partnership with customers

* Ensure adherence to ISO 9001 processes at all times.

Key Skills and Experience

Required Experience:

* Bachelor’s Degree preferred and/or equivalent work experience

* 5+ years of progressive business-to-business customer service or account management experience

* 3+ Minimum patent lifecycle & renewals knowledge required.

* Strong organizational skills along with the ability to multi-task, p...