We are seeking a dedicated and client-focused Client Service Associate to join our PR News Agency. This role is pivotal in retaining and developing business by ensuring the successful completion of orders for wire and email distributions, providing exceptional service that consistently exceeds client expectations, and actively identifying opportunities for additional revenue through upselling. You will be a key player in maintaining operational efficiency and fostering strong client relationships.

Key Responsibilities:

Order Processing and Distribution:

Take and interpret client instructions, recognizing their needs to propose optimal solutions for wire and email distributions.
Ensure accuracy, attribution, and acceptability of client copy, as well as content accuracy.
Monitor the progression of orders at all stages, liaising with internal departments, the client, and outside suppliers as necessary.
Ensure completed orders are checked and promptly passed through for invoicing.
Assume responsibility for the coordination and completion of all orders, reprioritizing workload regularly and delegating to ensure all deadlines are met.
Adhere to all quality procedures and departmental Standard Operating Procedures (SOPs) at all times.

Client Relations:

Promote a client-focused culture consistently.
Instigate initiatives and processes to build, develop, and maintain excellent business relationships with clients.
Understand clients needs and objectives thoroughly to provide tailored service.
Act as the initial contact for all client queries and complaints, taking responsibility for resolution and following standard escalation procedures.
Maintain an excellent knowledge of all PR Newswire products and services to provide consultative advice, guiding clients on available and appropriate distribution circuits.
Provide advice to maximize the potential pick-up of press release copy.
Maintain and develop relations with internal clients to achieve excellent service delivery.

Quality and Administration:

Ensure all jobs are assigned, distributed, and fulfilled correctly.
Accurately log all jobs and related correspondence/activities in the Pivotal (Order management system).
Focus on quality standards and timelines to achieve team targets and objectives, maintaining high visibility for the team within the company.

Sales & Revenue Generation:

Identify and highlight add-on sales opportunities (upselling) during client interactions.
Actively participate in sales initiatives to contribute to revenue growth.
Increase revenue per order and per client through effective strategies.

Team Collaboration & Support:

Act as an active and committed team member.
Motivate and encourage fellow team members in all aspects of client services.
In the absence of line management, ensure effective team communication to deliver seamless service.
Ensure attendance at team meetings, internal product launches, and inter-departmental meetings.
Assist with new starters induction and training programs, and help train new members of other departments to ensure adequate knowledge of Client Services.

Required Skills:

Proven track record in a client-facing and operational role.
Good knowledge of Microsoft Office.
Ability to use email and the internet efficiently.
Strong telephone skills.
High Quality Awareness and attention to detail.
Fluent in English (written and oral).
Positive approach to work and understanding of teamwork and personal initiative.
Excellent interpersonal skills with all levels of company personnel and clients.
Ability to take ownership and assume responsibility.
Positive attitude, committed, dedicated, and loyal.
Open and honest, working with integrity.
Team player.
Self-motivated and sets a good example to others.
Flexible and adaptable, comfortable with flexibility around team shift patterns, including willingness to cover weekends and on-call shifts for out-of-hours service where necessary.
Ability to prioritize, work under pressure, and ensure deadlines are met.
Problem-solver who can provide alternatives.
Assertive and influential.

Desired Skills:

Knowledge of Pivotal, PRN's Customer Relationship Management Software.
Experience working with international clients from the EMEA region.
Knowledge of PRN Products, Industry, Operations, Circuits, and Distribution points.
Upselling experience.
Knowledge of HTML.
An understanding of the impact and importance of stock market news and non-regulatory news.
Fluency in a European Language.

Client Service Associate - PR News Agency