We are seeking a dynamic Client Solutions Specialist to join our team. In this role, you'll have sensitive discussions with business owners, providing insights into contract terms and proposing assistance options with adept communication.
Your proactive engagement with business owners, collaboration with internal teams and effective communication of credit policies will help you deliver customer-centric resolutions and are key to your success.
Working in a collaborative team consisting of 20 Account Managers with a range of diverse responsibilities, you will be supervising customer groups, participating in campaigns, and addressing inquiries.
What you'll do:
Engaging in proactive discussions with business owners regarding contractual terms and delivering favorable solutions to customers
Understand and articulate contractual terms to customers providing insight into contractual negligence
Be able to discuss and negotiate credit decisions to customers re-packaging the debt position whilst maintaining strong rapport with our customers
Analyze a customer’s financial position and be the conduit between credit, collections, and the customer
Negotiate the collection of outstanding accounts in a respectful manner
Supervise and monitor a customer group over time, ensuring effective communication between customers and Shift regarding ongoing developments
Work with customers to understand their business needs and strategies, and helping customers recognise how the Shift solutions can help accelerate their business
Proactively oversee and cultivate relationships with customers through strategic account management techniques and dedicated customer service
Collaborate with both external third-party organisations and internal stakeholders to ensure the accurate and proper completion of processes
Participate in impromptu campaigns, oversee incoming tasks, and provide support to the broader team, as necessary
Addressing and resolving customer inquiries through both email and phone communication
Utilising Salesforce CRM to input and oversee customer account details
Ongoing outreach to allocated customer portfolio to support increased platform utilisation, promotion and retention
Providing guidance to customers on service, platform, and general queries
Adhere to internal policy, system processes and external regulatory requirements
