The Customer Service Consultant supports SimCorp’s clients to provide high quality service support. The Customer Service Consultant analyses and solves complex customer issues with those clients live with SimCorp Dimension.
As part of the Customer Services team, there is team responsibility for achieving required service levels for customer issues, delivery times and customer satisfaction.
The Customer Service Consultant will troubleshoot problems with clients across the market unit and provide solutions to optimise usage of SimCorp Dimension. The Customer Service Consultant will guide Customer Service Associates.
Duties & Responsibilities
Handle, troubleshoot and resolve more complex customer enquiries regarding the standard functionality of SimCorp Dimension and appropriate follow-up with clients to meet SLA's from initiation of the enquiry to close
Take ownership of and resolve customer issues ensuring quality and timely feedback on enquiries is provided to clients in line with SLA's
Communicate and articulate complex information persuasively to stakeholders to ensure a timely resolution to meet SLA target and ensuring that the customer is fully informed throughout the process
Provide clients with advice and propose comprehensive solutions aligned to the client's business needs within the framework of SimCorp Dimension
Manage client expectations, maintain regular contact and provide clients with updates as needed
Communicate errors and enhancement requests with local development staff and colleagues in PD, taking into consideration client priorities
Act upon feedback from clients in order to improve the customer experience and based on this insight suggest product enhancements to PD
Function as a local support unit for consultants in the field