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Global
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London, Greater London
Digital campaign specialist
Overview
Job Description
Reporting to Danielle Watterson Location LSQ Overall Purpose The Digital Service Specialist is responsible for providing excellent service and support to our customers and internal stakeholders at all times ensuring achievement of high levels of customer satisfaction.The digital service specialist is also responsible forescalating digital faults tothe technical support team, andcoordinatinga team of inspectors toresolvefaults, carry out campaignchecks and obtain photographsfor our customers' campaigns. Key to this role is ensuring customer orders and emails are processed quickly, efficiently and to a high standard. This role involves working with the digital technical support team, digital inspectors, suppliers and sales to ensure the successful management of our customers' digital campaigns. What you'll be doing * Communicate professionally at all times with customers and all stakeholders * Provide solution focused support and advice to all our stakeholders by telephone, email and written communication * Be a single point of contact and take ownership of any query, request or issue * Working with in-house systems ensure customers' digital campaigns are scheduled correctly * To administer day to day delivery tasks relating to the timely and accurate scheduling of all campaigns * Review and approval of digital copy with communication of copy referrals when required * To provide audit data and site lists * To provide timely and accurate communications to the Sales team/customers relating to campaign delivery issues * Liaise with internal and external stakeholders to ensure campaign delivery requirements are met * Update records and keep accurate notes of customer interactions * Develop relationships and a proactive approach with our customers to understand their requirements * Identify and escalate any system or process issues that may impact the customer * Ensure agreed level of service for all clients is fulfilled according to SLAs * Attend site visits, client meetings when requested * Pro-actively analyse our systems and services, making suggestions on improvements where appropriate You'll have these skills and experience * Experience of working in a fast-moving customer service or help desk environment * Ideally an understanding of the Out of Home industry * Excellent interpersonal and communication skills * Solution and resolution focused * Excellent time management skills * Outgoing, approachable and friendly with a 'can do' attitude * Self-motivated and enthusiastic, love to help and can naturally show empathy towards the customer's needs. * Good knowledge of Microsoft Office applications On top of that, you'll be someone who * Works effectively as 'part of the Company team', communicates positively at all levels both internally and externally * Works effectively as part of a department team, recognises areas where support is required and offers assistance * Is flexible and adaptable in approach * Takes an active role in personal development and frequently reviews individual objectives and attends training sessions as required * Professionally manages customer communications * Professionally manages workload and conflicting priorities * Able to effectively problem solve and use initiative And of course you'll demonstrate our Global behaviours:- * Straight talking and sincere * Love to Deliver * Obsessive about detail * Strive to do it differently