Operations
MiX North America

Client Care Specialist

Ref: 87| Posted: 10th Sep 2021

JOB OVERVIEW (Scope of Role)

When our customers have questions on our products they turn to our Client Care team for help.  You will be part of this team as a Client Care Specialist, providing an effortless customer experience through providing support to our customers on our solutions.  You will continuously look at ways to pro-actively solve potential problems for the customer and be the voice for the customer, communicating customer needs and working with the rest of the business to improve the overall customer experience.  You will create an environment of superior customer service that’s unrivaled in the industry. We take customer service very seriously and require a team member who is passionate about it.

 

MAIN RESPONSIBILITIES & DUTIES

Customer Service

  • Daily monitoring and tracking of customer SLAs, KPIs and objectives
  • Preparation of QBR and other customer data as needed
  • Complete client-specific reporting as required
  • Perform and assist with customer database audits
  • Attending weekly customer calls as required
  • Providing services to customers in line with customer contract
  • Help with onboarding of new customers and setting up their accounts
  • Customer health checks

 

Customer Support

  • Assist the customer with all product related issues
  • Assign support related issues to the Customer Support Specialists (Tier 1) and Technical Support Engineers (Tier 2) support teams as required
  • Working closely with Customer Support Specialists, Technical Support Engineers, Implementation and Logistic teams in ensuring timely resolution of customer issues
  • Handle incoming customer calls during office hours
  • Basic first line support

Overall

  • Continuously improve and simplify processes and systems, with the purpose of working more efficiently and improving customer experience
  • Own the customer experience and do what’s needed to exceed their expectations
  • Consistently look for solutions to problems and propose improvements
  • Be a mentor and an inspiration to your team through your continuous professional development, providing coaching, training and feedback to your peers where needed
  • Be a product expert, providing training both to customers and internally as needed
  • Handling and helping with customer purchase orders when needed
  • Monthly billing review and provide assistance to the finance team on resolving any billing related matters
  • Ad-hoc duties as required
  • Position is located in the USA

 

Experience

  • 2+ years of experience in a customer services/support role
  • 2+ year of experience in a technical software environment

 

Specific skills - (Technique -abilities) (Certifications-Licenses)

  • Highly analytical, organized, patient
  • Ability to deal with Customers
  • Presentation skills
  • Technical competence (MiX Products & Solutions)
  • Knowledge of Hours of Service and ELD regulations
  • Excellent English written and oral communication skills
  • Good articulation skills including technical writing ability
  • Expertise managing client relationships / accounts for technically complex products and platforms
  • Proven people management and leadership skills

 

Personal Characteristics (Emotional Characteristics/ Attitude)

  • Positive, Energetic, Ambitious
  • Proactive
  • Organized
  • Motivated, goal oriented, solution focused
  • Can-do attitude