Spécialiste Au Service Client

Spécialiste Au Service Client

Talan is an international consulting and technology expertise group that accelerates its clients' transformation through innovation, technology, and data. For over 20 years, Talan has been advising and supporting companies and public institutions in implementing their transformation and innovation projects in France and internationally.

Present on 5 continents, in 20 countries, the Group, Great Place To Work certified, with 7,000 employees, aims to achieve a turnover of one-billion-euro by the end of 2025.

With its research and innovation Centre, Talan puts innovation at the heart of its development and intervenes in the technological mutation sectors, such as Artificial Intelligence, Data Intelligence, Blockchains, to avail the growth of major groups and mid-cap companies through a committed and responsible approach.

By placing "Positive Innovation" at the heart of its strategy, the Talan Group is convinced that it is by serving people that technology amplifies its potential for society.

Description Du Poste

The Customer Service Specialist reports to the Director of Customer Service and is part of the Microsoft Technology Solutions team. This position is responsible for maintaining and improving relationships with clients while ensuring that the Customer Service team provides optimal services for assistance, support, and the evolution of modern Cloud technology solutions.

This role is essential for ensuring a high level of customer satisfaction and effective resolution of support requests. By being the main contact for assigned clients and managing the lifecycle of cases efficiently, this person plays a key role in developing strong client relationships and achieving positive results. Additionally, by maintaining clear communication, supervising the performance of the Customer Service team, and managing budgets effectively, this function contributes significantly to the overall success and growth of Talan's service offerings.

In summary, the Customer Service Specialist plays a crucial role in maintaining client satisfaction by providing exceptional service and communication. This position requires a proactive approach in managing client relationships and ensuring that all client needs are met efficiently and effectively, in perfect coherence with the Customer Success team, responsible for the overall management of the client relationship.

Your mission consists of:

• Assuming the role of the main point of contact for clients, managing requests, escalations, and special needs related to their Cloud technology solutions.
• Ensuring the coordination, management, and flawless execution of support requests, updates, and small projects for a portfolio of assigned clients.
• Maintaining an overall view of all work done for the client, ensuring alignment with client objectives and expectations, and collaborating closely with the customer success managers of Thinkmax.
• Responding to client questions, concerns, and requests, taking into account their personality, particularities, and preferences.
• Respecting organizational standards and procedures to ensure client satisfaction.

Triage and validation of cases:

• Performing the initial triage of support requests to determine severity and urgency.
• Contacting the client to validate the information of the case, its severity, and expectations.
• Ensuring a clear understanding of the client's needs and expectations for resolution.

Management of support requests:

• Acting as an intermediary between clients, experts (SME), and customer success managers.
• Managing support cases from creation to resolution, assigning resources, and prioritizing effectively.
• Managing budgets associated with cases, ensuring that clients have visibility on the expected time and obtaining their approval before any investment from the team.
• Providing regular updates to the client, setting clear expectations and timelines.
• Managing non-technical communications with the client throughout the lifecycle of the case, maintaining an open channel for all requests and feedback.
• Ensuring that all assigned resources to the case effectively accomplish their tasks according to processes and achieve objectives.
• Leading weekly meetings with the client to ensure satisfaction.
• Leading monthly, bi-monthly or quarterly performance review meetings, presenting key performance indicators (KPI) and exposing improvement strategies.
• Ensuring client satisfaction during resolution and promptly addressing any concerns or issues.
• Ensuring that clients are informed and satisfied with the service provided.

Management of platform updates:

• Acting as the main resource for planning and execution of updates.
• Collaborating with clients to gather requirements and establish a comprehensive plan.
• Supervising the execution of the assigned team, closely monitoring progress and addressing any obstacles.
• Ensuring to frame behaviors to minimize the risk of recurrence and documenting conversations and commitments.

Billing and financial supervision:

• Supervising all billing activities related to accounts under their responsibility, ensuring accurate and timely billing, in accordance with client agreements and approved budgets.
• Maintaining clear communication with clients regarding billing schedules, approvals, and payment status.

End-of-year activities:

• Supporting end-of-year activities such as rate review, forecasting, and contract renewal.

Qualifications

• Minimum of 3 years of experience in a customer-facing role, preferably in support or account management.
• Strong communication and interpersonal skills with the ability to establish and maintain strong client relationships.
• Excellent organizational and time management skills with the ability to set priorities and manage multiple tasks simultaneously.
• Problem-solving and decision-making skills with the ability to think critically and strategically.
• Knowledge of customer relationship management (CRM) systems and support ticket systems is preferred.
• Proactive and motivated, with the ability to work independently and collaboratively within a team environment. Demonstrated leadership and strategic thinking abilities.
• Proficiency in Excel and knowledge of SharePoint systems and customer relationship management (CRM).
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.

• Communication: Having excellent oral and written communication skills in both French and English, particularly to communicate with a client base located throughout North America.

Informations supplémentaires

What are the benefits of joining us?

In addition to being part of a professional and dynamic team, you will have access to our various compensation elements and other benefits, but above all the chance to work with a great team.

Everything you deserve and more:

• Professional development;
• Profit sharing;
• Group insurance plan from day one;
• RPDB, Deferred Profit Sharing Plan;
• Flexible work in a hybrid mode;
• Public transit and cell phone allowance;
• A generous employer contribution to your collective RRSP.

Do you want to join our team? Submit your application today!

Talan offers competitive salaries and equal opportunities for all. If you are motivated to take on challenging and stimulating challenges and meet the requirements, please send us your resume as soon as possible!

Note that we will only communicate with the applications selected for an interview.

In the sense of this job offer, the feminine and masculine genders refer indistinctly to the personnel of both sexes and do not establish any particular distinction based on sex. Talan subscribes to the principle of employment equity.