Our Partners are at the heart of everything we do. Their success is our success. In this integral role, you will be bridging the gap between our busy Commercial Partners and the technology that drives our digital networks. These networks include Medical Centres, Cafes, Venues and Indoor Sport centres across the country. We’re looking for a highly enthusiastic, organised and admin-focused individual with great communication skills, can do attitude and an interest in technology.

As our Client Experience Specialist, you will be the central point of contact for managing all communication with our Commercial Partners, including marketing messages, managing incidents with resolutions, installing new technology, and upgrading the network. All this across over 900+ locations and 1200+ displays, ensuring they successfully resolved within our agreed SLAs.

You’ll be building great authentic relationships with our Commercial Partners, suppliers and our 3rd partyservice partner ensuring our valuable relationships are maintained and strengthened.

This role will include business process administration and support as well as some technical support (which we will teach you).

What does a day look like in this role?:

Uphold our values of amazing customer service and communication with Commercial Partners. Continue to build on the strong relationships we have and ensure Partners are aware of our value proposition, and feedback support system(s).

Daily uptime checks of our network heatbeats and ensuring any identified issues are reported and the affected Partners informed.

Evaluate and manage our ongoing contract renewal program. Coordinate projects in ZoHo (our CRM) for new site installation and site upgrade projects. Site decommissions and relocations are also projects that you will be managing; ensuring the information is up-to-date, and follow workflows through to completion.

Communicate clearly and effectively in meetings and on phone calls with suppliers, partners and Motio’s commercial team to ensure successful outcomes for all issues.

Manage communications and reporting across various systems, including ZoHo Desk and provide clear, accurate and personable amendments.

When required, work with our service providers and Partners to perform simple troubleshooting and triage steps to resolve solvable issues efficiently. Review escalations from our 3rd party service provider, facilitate next actions for site visits or escalate further as required. Ensure our service provider has the latest site-contact information and assist in resolving contact issues.

Manage our stock levels and procure new hardware through our vendors.

Perform business admin tasks, create documentation and accurately enter data as required, e.g. asset tracking, knowledge articles etc.

Process warranty claims and e Waste disposals in line with our ESG Policies.

Skill set

Customer support experience

We have a large loyal Partner base and you’ll have an undying passion for ensuring that all our Partners are given the service that they have come to expect from Motio. You’ll be service orientated with an undying commitment to providing a high level of customer satisfaction.

Incident Management Experience

You’ll be responsible for updating tickets and escalations from our internal staff, Partners and our service provider. You’ll use available data and systems to understand an issue and engage with stakeholders through our Desk system.

Excellent communication skills and attention to detail

You’ll be managing the service life cycle from beginning to end. You’ll manage our Field Service attendances as required.

Articulate and effective verbal communication skills

You’ll be required to manage the communications with our Partners, simplifying and explaining both Technical and commercial topics. You’ll need to be friendly, helpful and personable.

Solid documentation and written communication

We strive to constantly improve our processes for maintaining our business practices. You’ll be able to ensure that these processes are clearly documented and disseminated to appropriate stakeholders.

Adaptability – multi tasking and prioritisation

Motio is a growing company that is often working on many new products and projects across our different business units, you’ll be able to adjust your focus as required and manage your time accordingly.

Strong work ethic and teamworking

Motio is a close-knit team, we are as strong as our weakest link, we all have our place in the business and the team needs to be able to rely on you when required. You’ll need an outgoing and cooperative personality.

Independent thinker and problem solving

You’ll be able to carry out everyday tasks independently, solve issues using clever thinking and have an inquisitive mindset.

Contract Administration

You will manage and update the CRM with all partner details, including the licence we have in place.

QUALIFICATIONS AND EXPERIENCE

Essential Experience:

Minimum of 1-2 years of experience working in a customer support or client-facing environment

Demonstrable negotiation, communication, relationship building skills

Experience using MS suite

Desired Experience:

Media industry experience an advantage

Understanding of SLA expectations and customer-first troubleshooting

Desirable traits:

A love of providing great service to a large network of customers

High accuracy and attention to detail

Self-motivated and able to work autonomously

Clear verbal written and verbal communication and Lateral problem-solving

Process driven

Sound analytical & problem management skills

LIFE AT MOTIO

We are small, but highly motivated team. We strive to be Industry Leaders. We innovate and play with heart. You will enjoy an amazing work environment along with some great perks. Everyone shares in our success!

To apply – please provide your CV Including a cover letting introducing yourself.