Customer Experience Coordinator

Overview of the position:

Currently, Enhesa is looking for a Customer Success Coordinator who will serve as a day-to-day client contact supporting Enhesa’s full suite of products, services & projects for over 280 jurisdictions worldwide.

What would be your key responsibilities?

Responsible for the client interactions, troubleshooting, planning, training, and coordination of activities

• Responsible for client-facing interaction via e-mail, telephone, and face-to-face communications with multinational corporations on a daily basis. You must have a passion for delivering excellent client service, troubleshooting complex issues, and striving to ensure both clients and staff are successful.

Training new users and their employees

• You will need to be able to understand and explain Enhesa services in detail. You will be responsible for training new users in Enhesa Services both internally and externally.

Client Onboarding

• You will be responsible for following up on all completed sales orders by reviewing contracted services, checking clients’ websites, testing services, and confirming the point of contact information for clients before reaching out to welcome a client.

Managing client services requests

• You will be responsible in maintaining a timely resolution of all clients’ requests. This includes ensuring clients specific issues and requests for additional information are addressed in a timely manner, and, where appropriate, investigating quality-related issues to prevent reoccurrence.

Keeping yourself constantly informed of all evolutions

• Continuously keeping abreast with technical and organizational evolutions within the discipline. Sharing knowledge with employees with the aim of strengthening their technical expertise and promoting team spirit and transparency;

1. Working with sales, product management, partners, and cross functional teams to improve client’s acquisition, retention, and proactive notification/communication
2. Creating knowledgebase articles to help with future user learning
3. Creation of support materials to assist in the success of the users

Act as a point of contact for Client Services related issues

• You will ensure smooth communication and cooperation with colleagues from other departments with the aim of being able to solve the outstanding questions in a short response time.

What to bring to the table?

• Bachelor’s degree or equivalent years’ experience in a related field.
• One to two years of experience in a professional or client services team.
• Demonstrated client-oriented work ethic and ability to foster a sense of teamwork across members of different departments.
• Demonstrated ease in public speaking and presenting
• Team player: ability to work on a team in a collaborative environment, sharing information and best practices
• Good understanding of large multinational business segments
• Marketing campaign management and e-mail campaign experience is a plus
• Experience in supporting and working with Sales & Logistics
• Knowledge and experience with CRM, MS Word, Excel, PowerPoint, Zendesk or Jira
• Excellent command of English is necessary. Spanish, German or French is a plus but not required