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Client Care Specialist

  • Application Deadline: Feb. 28, 2020
  • London
  • Application Deadline: Feb. 28, 2020
  • London

Salary: £30,000 base salary, £41,000 OTE

Start date: ASAP

Meltwater is recognized for its outstanding customer service and the Client Care Team personifies this spirit. This team works directly with our clients, who include the world’s largest agencies and global enterprises as well as a number of industry leading corporations.

The Client Care Specialist is at the center of the daily operations of Meltwater. In this role, the Client Care Specialist works closely with clients and many other departments including Development, Sales and Product Management to provide high quality and timely service to our clients.

Key Responsibilities:

  • Support clients and internal Customer Success Account Managers with all Social Product offerings
  • Provide Social Media product trainings to ensure clients’ business objectives are achieved
  • Respond to, manage, and resolve requests within established SLAs
  • Provide prompt, friendly and overall awesome service across all customer and internal interactions
  • Identify opportunities during service interactions to actively share new features, platform best practices, workflow process improvements, and configuration guidance
  • Identify and escalate requests in accordance with established escalation process
  • Achieve key performance objectives including customer satisfaction ratings, user adoption, customer retention, and internal quality measures
  • Accurately document and track external client feedback, inquiries, errors, and administrative requests in support case management system
  • Maintain expert level of all Social Media products and internal process knowledge
  • Participate in and lead additional projects as required

What’s in it for you?

  • Thorough training and continual coaching and development.
  • Ability to develop valuable skills such as critical thinking, communication, negotiation, business acumen… The list goes on!
  • Opportunity for rapid career progression - we only promote from within!
  • Opportunity to transfer your career internationally.

And what about the extra stuff?

  • Great pension scheme
  • Cashback health plan
  • Private Health Insurance for management
  • Cycle to work scheme
  • Meltwater Family Leave program
  • 20-25 working days of holiday per year
  • Plenty of team events, meals and activities!
  • Lots of office snacks!

Skills & Requirements

At a minimum you will need:

  • Bachelor’s degree
  • Excellent written and oral communication skills
  • Superior customer service skills and a genuine enthusiasm for helping others
  • Expert in all Meltwater Social Products
  • Strong computer skills with the ability to learn new software quickly
  • Experience working in a fast-paced environment
  • Detail-oriented approach with the ability to juggle multiple tasks simultaneously
  • Positive attitude and diligent work ethic
  • Ability to work well independently with minimal supervision
  • Social Media industry knowledge a plus

About the company

About Meltwater

Meltwater, a pioneer of Media Intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 32,000 companies use Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. With nearly 20 years of experience analyzing data, Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

Unique Culture

Like many entrepreneurially focused companies, Meltwater employees embody the work-hard, play-hard spirit. Whether you meet an employee from San Diego or Hong Kong, you will likely discover many similarities in terms of their achievements, focus and superior communication skills.

Our office spaces are collaborative, open working environments in which teamwork, learning and fun are the day-to-day norms. Each office consists of a number of small teams, ensuring that all of our employees have easy and frequent exposure to their managers and can quickly learn from those around them.

Recent Awards:

  • Recognized as one of Britain’s Top Employers in 2017 by Great Places to Work
  • Named the 25th fastest growing company in Europe, by Europe’s 500
  • G2 Crowd’s Top 100 Software Companies

Cara Riseborough | Hiring Manager

I'm interested
Meltwater UKI

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