Client Service Representative

GIA BELGIUM is seeking a Client Service Representative to provide world-class support to our customers.

In this role you manage client accounts, you are responsible for overall workflow to complete services for assigned clients. You provide consultations, as needed, to address clients’ gemological inquiries that are routine but less technical in nature. You receive shipments from clients and prepare stones for inter-site and clients shipments/ delivery, in person and with couriers

Candidates should have exceptional communication skills, a commitment to achieving a high level of accuracy and attention to detail, and a no-task-too-small approach to the work.

Other requirements :

• Fluency in English (verbal and in writing)

• Sound knowledge of MS Office

• Strong ability to prioritize and meet deadlines

• Good strategic and customer service oriented mindset, coupled with a pragmatic, hands-on approach to problem solving

What we offer :

• A professional environment ideal for personal growth and career development

• A fun working atmosphere where team spirit is the real deal

• A competitive salary package in line with your experience

Full job description

JOB OVERVIEW

Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients’ gemological inquiries that are routine but less technical in nature. Receive shipments from clients and prepare stones for shipment/ delivery after service completion

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor client accounts to ensure services are completed in a timely manner

• Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary

• Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems

• Influence production and shipping schedules when there are delays/issues

• Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)

• Coordinate with other departments to resolve issues to ensure client satisfaction

• Handle intake window as needed

• Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods

• Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions

• Ability to suggest solutions for specific situations with guidance from management (e.g. account credits)

• GIA reputation is impacted if clients receive inaccurate information/services

• Perform other duties as assigned by the supervisor or as per business needs

Report Services

• Prepare Reports for clients after requested services have been completed (e.g. folding, enclosing reports in sleeves, proofreading, etc.)

• Learn and follow defined procedures/guidelines to perform job; complete tasks through application of detailed procedural knowledge

• Use judgement to select appropriate action from defined procedures/guidelines; seek help from experienced staff and/or management for troubleshooting non-routine issues

• Understand that GIA reputation is impacted if procedures aren’t followed and mistakes are made

Lab Transport

• Perform item intake and item return procedures

• Perform client account registration, renewal and update processes if applicable

• Sort and/or expedite services as needed

• Generate customs paperwork for shipping

• Perform releasing duties for transport process

• Perform outweigh and box/pack stones in preparation for delivery to clients

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• Sound knowledge and application of MS Office (Excel, Word, PowerPoint)

• Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues

• Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence

• Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner

• Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters

• Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients

• Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas

• Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers

EDUCATION AND EXPERIENCE

• Minimum secondary school diploma, bachelor degree preferred
  

Disclaimer:This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.