Client Services Agent

Responsibilities

• Receive and process highly complex customer orders, inquiries, and complaints via mail, telephone, or personal contact.
• Proactively maintain relationships with key customers and sales staff to develop client intimacy.
• Provide accurate pricing, availability, and schedule information within established guidelines.
• Research and resolve complex customer issues and manage high-level escalations.
• Act as a communication link between customers and sales staff to ensure responsiveness.
• Track order activity and alert appropriate staff regarding potential delivery problems.
• Participate in service improvement and query avoidance initiatives.
• Provide guidance, assistance, and training to new or less experienced staff members.
• Manage day-to-day operational relations with key clients, including discussing KPIs and leading client calls.

Requirements

• Proven experience handling complex customer orders and inquiries.
• High level of product and process knowledge within a professional services environment.
• Demonstrated ability to handle escalations and manage situations outside of standard processes.
• Experience in business domain management and maintaining client relationships.
• Ability to manage multiple product markets effectively.

About the Company

Euroclear is a leading global post-trade service provider, facilitating the settlement of securities transactions and providing essential market infrastructure to financial institutions worldwide.