Customer Service Specialist-2

Purpose

• As a Customer Success Representative, you are responsible for proactively managing client relationships, ensuring high
• levels of satisfaction, and driving client success through strategic engagement and retention initiatives.

Key Responsibilities

• Client Onboarding and Training

• o Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of our
• services.
• o Conduct training sessions to maximise client utilisation of our services.

• Client Relationship Management

• o Act as the primary point of contact for clients, maintaining strong relationships and regular communication.
• o Schedule and conduct regular check-ins and reviews to assess and improve client satisfaction.

• Proactive Client Engagement

• o Develop and implement tailored plans and proactive engagement strategies to enhance client relationships.
• o Monitor client activity to identify opportunities for value addition and pre-empt potential issues.

• Upsell and Cross-Sell Opportunities

• o Identify potential upsell and cross-sell opportunities and pass these leads to the sales team for closing.
• o Collaborate with the sales team to ensure a seamless transition and follow-up on identified opportunities.

• Retention Initiatives

• o Implement proactive retention strategies to minimise client churn and reactive strategies to address client
• issues promptly including contract renewal process
• o Respond quickly and effectively to client concerns, ensuring high satisfaction and retention rates.

• Feedback and Continuous Improvement

o Gather and analyse client feedback to identify areas for service improvement.

• Reporting and Documentation

• o Maintain accurate records of client interactions and activities in the CRM system.
• o Provide regular reports on client satisfaction, retention rates, and upsell performance to management.

Relationships (Leadership, Interpersonal Skills & Impact of Role)

Key Data for Business Area / Role

• Number of Employees within business area - 13
• Number of Direct Reports to role – 0
• Revenue of business area – €36.6m
• Domestic focus

Impact of the role on Brinks

• Retain and increase revenue

Context

• At Brinks’, everything we do is guided by our culture and core values. These core values govern their actions every day and
• reflect what is truly important to them as an organisation.
• At Brinks’, the goal is to provide a safe, professional and diverse work environment for their customers and employees.

Qualifications

• Education: Bachelor’s degree in business, Marketing, Communications, or a related field (Preferable)
• Experience: Minimum of 2 years in customer success (required) & account management (desirable)
• Skills:

• o Excellent interpersonal and communication skills.
• o Strong problem-solving abilities and proactive approach.
• o Common sense approach and a can-do attitude
• o Strategic thinking with the ability to identify and capitalise on upsell opportunities.

Competencies

• Highly organised and detail oriented.
• Self-motivated and able to work independently and as part of a team.
• Client-focused with a passion for delivering exceptional service.
• Calm and assured in a fast-paced environment
• Ability to take ownership of a clients experience from start to finish
• Solution focused with an eye on upselling when appropriate

Business Success Factors

• Builds Organisation Capacity
• Developing people to meet both their career goals and the organisation goals. Builds the correct organizational structure

and identifies top talent to meet strategic goals.

• Compelling & Open Communicator
• Clearly and succinctly conveying information and ideas to individuals and groups: communication in a focused and

compelling way that captures and holds others’ attention.

• Collaborates
• Building partnerships and working collaboratively with others to meet shared objectives; brings people together to

leverage their diverse skills talents and knowledge.

• Delivers Results
• Translating strategic priorities into operational reality; aligning communication accountabilities; resource capabilities,

• internal processes and ongoing measurement systems to ensure that strategic priorities yield measurable sustainable
• results.

• Demonstrates Mastery
• Has mastered the skills and knowledge required for the role.
• Encourages Excellence
• Motivates others to achieve excellence.
• Leads Change
• Driving organisational and cultural changes needed to achieve strategic objectives; adopting new approaches to improve

• results by transforming organisational culture, systems and /or product/services; helping others overcome resistance to
• change