Job Description
The ACCOUNT ASSOCIATE I is responsible for delivering a high standard of customer service and administrative support to Client programs and projects as assigned. The Account Associate I executes their assigned day-to-day tasks in accordance with our in-house service model (P.E.R.F.E.C.T). The position involves daily interaction with our Client's global partner base and colleagues, mainly via written communication but also by telephone as necessary. Any client interactions would be supported by a more senior colleague. The Role demands a passion for providing excellent customer support and solving problems, along with an eye for detail and accuracy. This position involves minimal Client contact and supervision is required.
RESPONSIBILITIES:
- Delivers customer service via email or telephone, audits claims, executes payment processing and report generation using in house applications, portals and other programs to answer end-user and client questions, trouble-shooting problems as they arise in a friendly, thorough and professional manner to ensure customer satisfaction and in adherence with agreed service levels
- Delivers customer service excellence in line with our in-house Customer Service model - P.E.R.F.E.C.T
- Coordinates and participates in problem-solving and researching of issues related to assigned programs or projects, as needed. Escalating as appropriate to Line Manager
- Proactively prioritizes tasks and solves day-to-day problems, seeking guidance from a colleague or Senior Member of staff as needed
- Provides clear, concise and professional communication internally and to Clients/partners
- Assists with the development of operational processes and documentation, proactively making suggestions for process improvements where appropriate
- Keeps Senior staff updated on an as needed or as requested basis escalating issues as appropriate in a timely manner
- From time to time undertake testing of channelConduit/assigned applications to ensure all programs and projects meet client requirements and usability specifications providing feedback as necessary
- Identifies and escalates bugs/issues observed within the Product suite and suggests ideas for improvement using appropriate tools and resources e.g. TFS/Product Specialists
- Provides information as requested to contribute to reports, presentations, and other client materials, as requested
- Attend and complete all required annual reading and training courses e.g. Security Awareness, HR courses etc.
- Performs other duties as assigned by a Senior staff member
ABOUT US: The Vistex platform helps businesses finally get control of all their different promotions, rebates, SPAs, discounts, and other incentives. With so many programs across so many partner relationships, it can be impossible to see where all the money is going, let alone how much difference it’s actually making to revenue. With Vistex, business leaders can see the numbers, see what really works, and see what to do next – so they can make sure every dollar they spend really is driving more growth, not just more costs. It’s why global enterprises ranging from Coca-Cola to Sony to Grainger rely on Vistex every day. Vistex | Now it all adds up.™
QUALIFICATIONS
Education
REQUIRED
EXPERIENCE
REQUIRED
- This is an entry level position and so experience is not essential however experience in a customer service/administrative environment beneficial.
- Excellent verbal and written communication skills in English, Additional languages are an advantage.
- Computer literate and proficient with Microsoft Office (Word, Excel, and PowerPoint).
PREFERRED
- Customer focused (whether internal or external) with a passion for problem solving and exceeding expectations.
- Attention to detail, accuracy and solid numeracy skills ess.ential.
- Good organizational skills and the ability to prioritize to deliver against established deadlines in a fast paced changing environment.
- Committed and proactive team player
Company Description
The Vistex platform helps businesses finally get control of all their different promotions, rebates, SPAs, discounts, and other incentives. With so many programs across so many partner relationships, it can be impossible to see where all the money is going, let alone how much difference it’s actually making to revenue. With Vistex, business leaders can see the numbers, see what really works, and see what to do next – so they can make sure every dollar they spend really is driving more growth, not just more costs. It’s why global enterprises ranging from Coca-Cola to Sony to Grainger rely on Vistex every day. Vistex | Now it all adds up.TM