Media Service Delivery Analyst

About the Role:

The primary responsibility of the role holder is to interact with our clients and process any new services or changes to the service in our production system (GCH). There will be daily interaction with clients, case processing, service set up and configuration. The job will involve understanding a client brief and translating that into building a client brief in the production system (GCH). There will be engagement with other operation teams across the group globally to ensure best client delivery from our various teams.

Shift Pattern

Time : 12:30 - 00:30 IST (8 hour shift)

Days: Any one below.

Mon-Fri

Tue-Sat

Sat-Wed

Your responsibilities:

Act as initial point of contact for incoming client queries and communication

Manage client cases and the associated data in CRM

Guaranteeing client satisfaction while ensuring compliance with procedures and processing times

Implement changes, instructions and create new services in the global content hub (GCH)

Update client briefs with instructions on keywords, formatting, and media preference

Provide feedback to the client or other client support teams regarding any issues or guidance required

Interpret client briefs and apply instructions on keywords, formatting, and media preferences

Creation of accurate Boolean queries to reflect client requirements using in-house software

Update the CRM with any client issues or complaints.

Use data from CRM and client feedback to analyse service quality and seek to improve

Conduct quality sampling of client set up to ensure ongoing service improvements

Receive and apply feedback from the Client Services or Operations team to update the understanding of account briefs

Inform clients of any service changes, media updates, which could impact the service

Who you are:

Ideally Degree in Media, Communications, Journalism, etc

High standard of English-language proficiency

Experience working the a CRM such as Salesforce a distinct advantage

Good interpersonal and communication skills

Understanding of the global media market, news flow, and the impact of media on corporate communications and strategy

Read, understand the articles, identifying & extracting the key details for further analysis.

Knowledge or ability to learn and retain issues and terminology related to key industry sectors

Ability to learn and adhere to client-specific requirements

Excellent proof-reading skills with the ability to meet strict deadlines

Strong attention to detail

Capability to work accurately under pressure and within tight deadlines

Knowledge of Boolean search syntax is desirable

What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

Competitive salary and benefits

Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with

A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support.