Director of Client Services managing the client journey in a pharmaceutical packaging environment. Leading high - performing teams and driving solution delivery against client expectations and regulatory standards.
About the role
- Client Service Representative for B2B support in technology and web services. Responsible for customer inquiries and managing relationships to ensure satisfaction.
Responsibilities
- Customer Support: Respond promptly and accurately to customer inquiries across multiple communication channels such as chat, phone and email. Assist customers in managing a portfolio of domain names and digital assets to protect and secure our clients’ global online brands.
- Client Relationships: Build and maintain client relationships by understanding each client's unique needs.
- Troubleshooting: Address and resolve customer inquiries and orders related to domain names, DNS, digital certificates, digital brand management, billing inquiries and technical issues. Ensure issues are resolved in a timely and efficient manner to guarantee customer satisfaction.
- Escalation Management: Identify and escalate unresolved or complex issues to the appropriate teams and ensure timely follow-up and resolution.
- Product Knowledge: Become a trusted partner for your clients by developing a deep understanding of our services and staying informed about industry changes and new product offerings.
- Teamwork: Support other teams within DBS with client onboarding, projects, troubleshooting and issue resolution as needed.
- Performance Focus: Understand the metrics that help us deliver industry-leading customer service, as demonstrated by our top Net Promoter Score (NPS) results, and strive to exceed them.
Requirements
- Experience in a customer-facing environment, industry and/or role
- Ability to communicate clearly and accurately, both written and verbal
- Ability to think critically and work in a solution-oriented manner
- Good Microsoft Office skills, including MS Excel, Word and Outlook
- Flexibility and willingness to learn new technologies and the ability to communicate about them
- Resilience and adaptability to manage changing priorities and requests from internal and external customers
- Ability to work independently as well as part of a team
- Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment
- Previous experience producing high-quality results with strong attention to detail
- Ability to communicate directly, openly and honestly with customers and colleagues
Benefits
- Competitive benefits
- Training and mentoring
- Flexibility through a hybrid work model
- Access to monthly, job-related training and more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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