Customer Specialist

2 months ago

Phoenix, United States Mantu Full time

**Who are we? **:Mantu is an independent international consulting player, founded in 2007. Bringing together expert and complementary brands, Mantu stands out for the breadth of its spectrum, responding to all business transformation challenges.
Its activities are divided into four practices:
Leadership & Advocacy, Technology, Digital Marketing & Experience, Total Talent Management.
A wide range of skills, all serving a single mission: connecting and powering companies with leading teams and technology to succeed faster and sustainably.
From its headquarters in Geneva, Switzerland, Mantu relies on a community of 11,500 talented people in more than 60 countries on 5 continents and has a turnover of 1billion euros.
**Job description**:
The customer specialist known as **Consultant Care Specialist** plays a crucial role in ensuring the satisfaction and retention of both clients and independent professionals employed through Portalia.
Here are the main responsibilities and missions:
**Client Support and Relationship Management**
- Act as the primary point of contact for clients and independents, providing support and resolving any issues they may face.

**Onboarding and Guidance**
- Facilitate the onboarding process for new clients and new employees, ensuring they understand the services, processes, and benefits of wage portage.
- Provide guidance and support to new employees in administrative, legal, and financial aspects related to their employment status.

**Contract and Compliance Management**
- Oversee the preparation and management of contracts between the new employees, clients, and Portalia, ensuring compliance with legal and regulatory requirements.

**Dispute Resolution**
- Actively work to resolve disputes or conflicts that may arise between employees, clients, and Portalia in a timely and effective manner.
- Implement preventive measures to reduce the occurrence of disputes and improve overall satisfaction.

**Quality Assurance and Improvement**
- Monitor and evaluate the quality of service provided, gathering feedback from clients and employees to identify areas for improvement.
- Implement initiatives to improve service quality, efficiency, and client and employee satisfaction.

**Communication and Reporting**
- Maintain open lines of communication with all stakeholders, providing regular updates on changes, developments, or issues that may affect them.
- Prepare and present reports on account status, challenges faced, and solutions implemented to management.

**Professional Development Support**
- Offer resources and support for the professional development of employees, including access to training and networking opportunities.
- Encourage knowledge sharing and best practices among ported employees to foster a sense of community and continuous improvement.

**Market Awareness**
- Stay informed about industry trends, labor laws, and market conditions that can impact Portalia, its clients, and its employees.
- Use this information to anticipate needs, advise stakeholders, and guide strategic planning.
- The role of a Consultant Care Manager at Portalia is multifaceted, focusing on both operational excellence and strategic development to ensure the satisfaction and success of all parties involved.
- Bachelor degree in any relevant field
- Min 2-3 years of experience in customer services or a similar role would be highly beneficial
- Good communication, interpersonal skills, attention to details and well-organized
- You speak fluent French and English
- Ability to work independently; Problem solving; Analytics & reporting

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