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Client Services Coordinator - IC1

The Access Group

The Access Group

Customer Service
Timișoara, Romania
Posted on Tuesday, October 3, 2023

Client Services Coordinator - IC1

Posted 8 days ago

Client Services Coordinator


Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we are looking for people to join us who share our passion for making things better every day and help us continue to grow.

Are you ready for the challenge?

What are we all about?

At Access, we love software and how technology never stays the same. It's this passion that drives us to work closely across sectors to understand the business needs of our customers – from the Hospitality sector to the Manufacturing industry, to Not for Profit’s or Construction plus many more.
We’re passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 100,000 customers to have the freedom to do more.

In Romania we are proud to have more than 650 tech and software business specialist working in Timisoara and around the country and we are not stopping here.


About you:

To act as a liaison, provide product and service information and resolve any emerging queries that our customer accounts might face with professionalism, accuracy and efficiency. To ensure exceptional customer focused standards are delivered at all times and assist in the organisation, delivery and continuous improvement of the client experience.

Day-to-day, you will:
Ensure excellent customer service by providing a professional and effective service. This will include dealing with queries from clients, service users, suppliers and internal colleagues on the telephone, by email or in person, conveying messages and transferring calls as necessary.
Ability to manage large amounts of both incoming and outbound calls, prioritizing and organizing workload to ensure exceptional customer experience is delivered at all times.
Build sustainable relationships and trust with customer accounts through open, interactive communication.
Communicate professionally and effectively with a wide range of staff, clients, suppliers, partners, service users and visitors.
Take personal ownership to meet personal and customer service team revenue targets and call handling quotas.
Accurately input and retrieve data on relevant electronic systems in a timely manner and in line with standard operating procedures.
Maintain confidentiality and compliance with Data Protection and Information Security policies at all times.
Follow all company communication standards, procedures, guidelines and policies at all times.
Use the Customer Record Management system to record, retrieve, cleanse and collate information as required.
Assist with the lifecycle of employer benefit schemes including set up, ongoing administrative duties such as invoicing and schedules, lease documentation, end of scheme

Handle customer complaints, providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Adhere to company complaints handling procedure and guidelines at all times and identify when appropriate to escalate complaints through the proper channels.


As a well-rounded Client Services Coordinator your Skills and Experiences likely include:
Proven effective and professional customer service skills with a willingness to accommodate customers and communicate positive and negative messages effectively and in line with Company guidelines.
Proactively contributes to discussions and offers direction, suggestions and solutions,
proactively listens to others’ views, influences people to deliver.
Ability to write and communicate in the appropriate tone of voice and manner in line with Company profile.
Takes responsibility and ownership of own workload, personal behaviour and performance in line with Company values and encourages others to do the same.
Ability to plan and prioritise own work to ensure completion within set deadlines and where no deadlines are set, establish these to meet business requirements.
Demonstrates a high level of attention to detail, delivering high quality outputs that are accurate and fit for purpose.
Proactively looks for improvements and efficiencies in costs, processes, procedures, outputs and results.
Proficiency in all relevant IT packages.
Demonstrates required standards of behaviour at all times.
Ensures all company policies and procedures are adhered to.
A resilient approach with the ability to manage conflicting priorities effectively and efficiently.
Owns and takes responsibility for own Personal Development Plan.
Personal Behaviour & Attributes
Organised, self-disciplined, reliable and flexible.
Self-driven with the ability to lead others.

Drive and determination to make things happen.

Personable and approachable to all internal and external stakeholders whilst maintaining Company standards.

Willing to go the extra mile and adopt a ‘can do’ approach in line with Company

policies and processes.


What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday and a competitive salary, you will get:

Private Healthcare;

Private Life Insurance;

Christmas Bonus;

Referral Bonus;

Meal Tickets;

Sport membership


At Access we’re all about helping everyone Love Work and Love Life. Why?

Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!
Love Work. Love Life. Be You.