CLIENT SERVICE JOB DESCRIPTION

Client Services Analyst Roles:

• Provide technical support and resolve client issues via phone, email, and online channels for enterprise software applications, including testing, troubleshooting, and implementing configuration updates and system enhancements.
• Partner with clients to deliver insights, analysis, and effective solutions to business and operational challenges.
• Collaborate cross-functionally with internal teams and build strong relationships with clients, sales, services, and key stakeholders.
• Manage multiple priorities and client requests in a fast-paced environment while ensuring timely and professional support.
• Maintain accuracy, quality, and completion of assigned tasks and support activities.
• Communicate technical concepts and solutions effectively to both technical and non-technical audiences.
• Drive client satisfaction through proactive troubleshooting, issue management, and delivery of technical guidance across phone, virtual, and onsite support channels.

Client Services Analyst Requirements:

• 1–4 years of experience in data, information systems, technical support, or client-facing roles with strong communication and problem-solving skills.
• Proven ability to deliver effective issue resolution and end-user support using various systems, software, and support tools.
• Strong technical knowledge in software applications, networking, database management, SQL, application support, and technical documentation.
• Ability to develop product expertise across multiple enterprise software solutions and platforms.
• Self-motivated and collaborative professional with the ability to work independently and across cross-functional teams.
• Strong organizational, multitasking, and time management skills with minimal supervision required.
• Excellent verbal and written communication skills.
• Detail-oriented with a proactive mindset, strong initiative, leadership potential, and commitment to continuous learning and professional growth.

Senior Client Service Analyst Roles:

• Deliver wealth management and client support services to high-net-worth individuals in partnership with relationship management teams.
• Manage and execute client transactions across banking, credit, and investment products while ensuring accuracy, timeliness, and compliance with audit standards.
• Lead client investigations related to account reporting, pricing inquiries, and service issues by collaborating with operational and support teams to drive resolution.
• Coordinate account maintenance activities, including profile updates, account status changes, fee adjustments, and reporting administration.
• Apply banking policies, procedures, and risk controls to maintain operational integrity and deliver a high-quality client experience.
• Arrange and participate in client meetings and conduct proactive service follow-ups to strengthen client relationships and satisfaction.
• Support relationship-building efforts by coordinating client appointments and identifying opportunities for additional products and services.
• Utilize internal banking platforms and systems to manage daily operations and contribute to service process improvements.
• Assess and manage operational and compliance risk by adhering to regulatory requirements, company policies, and ethical business standards while escalating control issues as appropriate.

Senior Client Service Analyst Qualifications:

• 5–8 years of experience in client service, client relationship management, account operations, or a related financial services role.
• Strong multitasking, organizational, and time management skills in a fast-paced client-facing environment.
• Proven analytical and problem-solving abilities with strong attention to detail.
• Excellent verbal and written communication skills.
• Experience supporting clients within banking, wealth management, operations, or compliance functions.
• Knowledge of banking, investment, and credit products.
• FINRA Series 7/63 or 7/66 licenses preferred or willingness to obtain upon hire.
• Bachelor’s degree or equivalent professional experience.

Client Service Associate Duties:

• Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance and making sure key information and documentation remains current
• Identify and assist with Firm services and solutions that support clients’ needs including banking products and services and secure, digital offerings like Morgan Stanley Online and Morgan Stanley Mobile
• Confirm authorization and authenticate client when processing requests
• Onboard and maintain client accounts, including collecting client information and required documentation, processing money movement transactions as an example
• Review and take appropriate action on client account alerts
• Partner with Financial Advisor(s) in developing a business plan and delivering against a client service model
• Support the team’s marketing strategy by maintaining marketing materials, including digital and social media platforms, and planning client events and seminars
• Actively engage in available training and education programs – including firm strategic priorities, professional development and staying current on policies, procedures and new platforms and attend scheduled targeted/monthly field service professional and/or training calls
• Perform administrative duties that support Financial Advisors in daily business practices, including but not limited to, telephone coverage, business travel arrangements, coordination of client meetings, prepare travel & expense reports, and file & calendar maintenance
• Proactively participate in firm initiatives directed by local management
• Regularly seek opportunities to use firm resources for peer sharing and collaborating with Financial Advisors

Client Service Associate Skills, Knowledge and Educations:

• High School Diploma/Equivalency
• College degree preferred
• Industry experience is a plus
• Willingness to obtain Series 7 (GS), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA)
• Strong computer skills and knowledge of Microsoft Office products
• Exceptional writing, interpersonal and client service skills
• Detail orientated with superior organizational skills and ability to prioritize tasks
• Team player with the ability to collaborate with others
• Ability to work in a fast-paced, evolving environment
• Goal oriented, self-motivated and results driven

Client Service Consultant Responsibilities:

• Contribute to business development, feasibility assessment and client meetings to understand client business needs in oncology; support methodology development and engagement planning to address their needs
• Serve as day-to-day project manager, working closely with internal teams and client both in person and remotely & develop your skills through client liaison and collaboration with multiple teams
• Create reports, presentations and other client deliverables in collaboration with clients directly or with the countries working on behalf of clients.
• Contribute to the preparation, execution and follow up of client’s meetings and workshops
• Support internal and external costumers training and servicing of Ad-hoc requests
• Work with visualisation tools (e.g. MicroStrategy) to customize analytics to specific client needs, or any other tool as relevant.
• Contribute to thought leadership activities (articles, abstracts, posters for conferences/journal submissions)
• Support the launch of new Oncology products/deliverables
• Conduct desk research to specific briefs using internal and external sources
• Work closely with a diverse range of peers, project managers and subject matter experts, in offices across the world to better fulfil the need of the role.

Client Service Consultant Knowledge and Experience:

• French fluency and English business level is a mandatory for this role
• Master’s/Bachelor’s degree (or equivalent); preferably in physical, natural or biological science, medicine, mathematics, economics or business
• Experience/interest in healthcare, life sciences and the pharmaceutical industry, preferably in oncology
• Knowledge of key issues and current developments in the pharmaceutical and healthcare industries
• Good commercial awareness/business judgment
• Knowledge/interest of consulting methodologies, tools and techniques
• Proven analytical, interpretative and problem-solving skills
• Comfort in conducting analytics using multiple data sources
• Attention to detail and ability to deliver high quality work within short timelines
• Excellent English verbal (presentation) and written communication skills; additional languages an advantage
• Strong interpersonal and relationship building skills; able to build credibility with key customers and stakeholders
• Ability to multi-task
• Strong IT literacy e.g. Word, PowerPoint, Excel; experience using MicroStrategy desired (but not critical)
• A willingness and ability to travel

Client Service Delivery Specialist Functions:

• Acts as the primary point of contact for new client onboarding and provides consultative support for assigned clients.
• Collaborate with internal groups such as sales, success coach, account managers, product development, and manager to ensure quality and timely services are delivered to clients.
• Educates and trains clients on product features, enhancements, and industry best practices.
• Aggressively manage technical and program issues to ensure operational excellence and timely resolution.
• Consistently exceed client satisfaction by openly and thoroughly evaluating all requests, proceeding with recommended solutions that are mutually beneficial
• Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client
• Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management
• Prepares for and participates in service account reviews and at-risk meetings as needed.
• Based on area of focus, acquires and maintains a working knowledge of the referral marketing industry, investor relations or public relations and keeps apprised of its changes.
• Ensure program is setup in a timely, accurate, and quality manner striving to exceed expectations
• Update project plan as necessary
• Communicate and continually update client on development timeframes, monitoring and ensuring all client deliverables are received on time and in proper order
• Provide management with status reports detailing project status and timelines

Client Service Delivery Specialist Educations and Requirements:

• Bachelor's degree from an accredited college or university in communications, marketing or, business administration required. Equivalent work experience in a similar position may be substituted for educational requirements.Minimum of 2 years of experience in a customer/client service required.
• Minimum of 2 years increasingly responsible project management experience required with an emphasis on technical capabilities preferred.
• Proficient in English, both written and verbal required.
• Based on area of responsibility, previous experience working in a SaaS environment may be preferred as well as working with API feeds, Shopify, Zapier and Magento.
• Strong Computer Skills (MS Word, Excel, Outlook, Internet research skills, ability to learn new software quickly).
• Excellent customer service skills and a genuine enthusiasm about assisting clients.
• Must be able to work independently and proactively with minimal supervision.
• Ability to work effectively with a variety of people in a team environment.
• Experience working in a fast-paced environment.
• Detail oriented & ability to juggle multiple tasks simultaneously.
• Team player with a positive attitude & diligent work ethic

Senior Client Service Delivery Specialist Roles:

• Handle customer enquiries via hotline and walk-in services
• Conduct various outbound calls with documented protocols
• Liaise with internal departments, channels and customers on replies to enquiries and required documents
• Handle complicated complaints from all channels, record the case details, carry out investigation and liaise with relevant parties to obtain information for decision making, propose resolutions / seek approval from senior level as required
• Handle bilingual written inquiries
• Support newly joined junior staff on customer service skills, system and daily operations
• Participate in customer service-related projects and provide recommendations to improve work processes and service level of the team

Senior Client Service Delivery Specialist Requirements:

• Diploma or above in any discipline
• Minimum of 4 years in client service with good knowledge of insurance industry preferred
• Holder of IIQE paper 1, 3 and 5 is preferable
• Strong team player with positive attitude
• Client-centric with good communication and interpersonal skills
• Detail-minded, multi-tasked and able to work under pressure
• Good spoken and written English & Chinese (both Cantonese and Mandarin)
• Good PC skills in MS Office

Strong communication and multilingual service expertise rely on Client Support Job Description to maintain efficient issue resolution across client operations.

Client Service Executive Duties:

• Delivers highly superior client need focused consultative service in every interaction with internal and external clients.
• Answers incoming customer enquiries in a timely and client focused manner by phone, email and Live Chat.
• Enters orders into ‘order-to-cash’ system in a timely and accurate manner.
• Handles billing enquiries including processing credit notes.
• Logs all client interaction including cases, price quotations and feedback in a Customer Relationship Management system (Salesforce.com) in order to drive client satisfaction and revenue retention/growth.
• Proactively identifies upselling opportunities in all client interactions by utilising client need focused consultation and IP clearance and brand protection workflow expertise.
• Displays a team player attitude both within the Customer Care department and when working closely with other key departments including Sales, Product Management, Search and Watch Operations.
• Displays a flexible ‘proactive can-do’ attitude in all interactions.

Client Service Executive Experience and Qualifications:

• Bachelor’s degree or equivalent work experience
• Experience in a client-facing role required
• Fluency in French, Italian, Dutch and English is essential.
• Strong customer service and problem solving skills
• Ability to prioritize multiple tasks and eager to learn
• Excellent communication skills, both verbal and written
• Ability to work as part of a team as well as working independently when required
• Experience in an IP client service organization greatly preferred
• Experience with Salesforce.com preferred
• Computer literate, particularly Outlook, Word and Excel

Client Service Manager Duties:

• Assist in providing insurance broking and related advisory services for the insurance needs of large, international professional service firm clients. Among others, this includes the following services:
• Participate in, and assist team with, the delivery of services and advice to clients’ risk managers and offices of general counsel.
• Provide advice, support, and prepare key deliverables to clients’ captive insurance companies.
• Provide advice to senior client contacts regarding their insurance programs, Aon deliverables, and in response to requests and inquiries.
• Prepare underwriting submissions and claims exhibits for commercial (re)insurers.
• Draft and prepare policy documentation and endorsements and prepare wording comparisons across different risks, when necessary.
• Prepare premium invoices and compute applicable taxes and track the receipt and flow of funds.
• Monitor the financial strength ratings of commercial (re)insurers.
• Support the accurate organization and administration of clients’ claims data and its extraction for reporting purposes.
• Prepare and analyze statistical exhibits and presentations in relation to historical claims experience.
• Collaborate with team members and Aon’s actuaries to analyze the cost of risk for the setting of (re)insurance premiums.
• Prepare reports, summaries, papers, and meeting materials for delivery directly to clients.
• Participate in business development within the practice and the exploration of new and evolving risks and potential risk transfer and risk financing solutions.
• Respond to queries from clients and commercial (re)insurers.
• Support the preparation and issuance of verifications of insurance.
• Collaborate with colleagues in other Aon offices (New York, London, and elsewhere) in the coordinated delivery of service to international clients.
• Attend team meetings, maintain team/personal outstanding task lists, and maintain files that clearly and accurately record the activities and communications of the team.
• Attend training sessions, presentations and meetings that will assist with present and anticipated future responsibilities.

Client Service Manager Educations and Requirements:

• Bachelor’s degree in Business, Economics, Finance, Accounting or similar relevant field or equivalent years of professional experience.
• AMF Damage Insurance Broker license. Achievement of, or study towards, other insurance designations (e.g. CRM, CIP).
• Minimum of 2 years of previous insurance experience.
• Strong written and verbal communication skills.
• Strong math and analytical skills.
• Strong interpersonal skills. Experience as an effective teammate. Motivated and self-directed.
• Strong attention to detail.
• Ability to work under pressure.
• Ability to coordinate, prioritize and monitor workflows.
• Trains and mentors others effectively.
• Proficiency with MS Office (Word and Excel in particular).

Sustainability Client Services Manager Responsibilities:

• Develop and maintain relationships with individuals and teams at different levels in our clients’ organisations.
• Work with the Business Development team to onboard clients and deliver outstanding client services from the start of their journey with Positive Luxury.
• Guide clients through the assessment process, establishing a measure of baseline performance, identifying risk, prioritising necessary changes, and equipping clients with targeted tools and coaching to ensure each reaches our minimum certification standards across each of the four pillars of our framework.
• Partner with the Marketing team to equip and motivate clients to optimise communication of their Butterfly Mark certification to grow brand awareness of the trust make and enable clients to build trust with key stakeholders.
• Post-certification, leverage the insights provided through our reporting suite and ongoing knowledge programme to hold regular strategic review meetings with each of your clients on a quarterly or bi-annual basis, instilling a mindset of continuous improvement and helping future-proof client against changes in legislation, best practice, and stakeholder sentiment.
• Ensure brands commit to renewal and reassessment prior to the expiry of the two-year Butterfly Mark trademark license.
• Track your clients’ usage of the Butterfly Mark license across their communications and other touchpoints.
• Work closely with Marketing to showcase our clients’ sustainability journeys through
• of the brands, suppliers, and retailers suitable for editorial opportunities and PL-led brand campaigns.
• Provision of content and copy for case studies.
• Maintaining an active library of testimonials.
• Support the organisation of annual events such as the Positive Luxury Awards and other community-enhancing activities.
• Update and maintain client databases and CRM systems.
• Maintain an up-to-date understanding of sustainability practice and trends through ongoing research and analysis to give clients the best advice possible.

Sustainability Client Services Manager Educations and Qualifications:

• Education to a University degree level
• 5 – 8 years’ experience in sustainability and/or ESG practice within a company or consultancy, or a client services / account management role in an organisation which provided sustainability services as all or part of its proposition. A master’s degree specialising in an area of sustainability, supplement by 5+ years professional experience, would also be considered.
• Excellent written and spoken English. Professional-level French and Italian language skills.
• Strong interpersonal and influencing skills, able to communicate effectively with individuals across all levels.
• Ability to work to deadlines, with the organisation and time management skills necessary to effectively handle multiple clients at one time.
• A proactive, self-driven, solutions-oriented individual.
• Highly collaborative team player with a mindset of continuous improvement.
• Capacity to work in a high-growth, fast-paced SME environment.
• Demonstrable interest in the luxury industry and ideally practical experience in one of the verticals we support: fashion & accessories, jewellery & watches, beauty & fragrance, premium drinks, interiors & living and travel & leisure.

Client Service Representative Responsibilities:

• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Builds, establishes and maintains effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
• Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
• Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
• Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client.
• Monitors performance against existing service agreements and ensures client’s obligations are met.
• Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
• May conduct product/services and process training for clients and other employees.
• May conduct service meetings at client sites.
• Represents IQVIA on external client projects.
• May mentor and lead other client service reps and represent the manager in their absence.

Client Service Representative Knowledge and Experience:

• Bachelor's Degree
• Four years of related work experience
• One to two years experience as an IQVIA Client Service Representative- advantageous
• Broad knowledge of the concepts, practices and procedures of the client service representative field
• Broad knowledge of IQVIA products and the Pharmaceutical industry
• Meeting facilitation, presentation and training experience
• Proficiency in PC applications, (Excel, Access)
• Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
• Demonstrated problem solving, analytical and strong customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment
• Ability to travel to clients and IQVIA offices as appropriate