Senior Client Liaison

2 months ago

Montreal, Quebec, Canada GardaWorld Full time
About the Role

We are seeking a highly skilled Senior Client Specialist to join our team at GardaWorld. As a Senior Client Specialist, you will be responsible for overseeing client relations, handling escalations, prioritizing communications, and coordinating requests across departments.

Key Responsibilities
  • Act as a privileged intermediary for the client, listening to their needs and requirements; serve as the primary point of contact for escalations.
  • Receive and prioritize client calls and emails.
  • Handle client requests and ensure follow-up.
  • Coordinate various requests between work teams.
  • Monitor service quality, prepare monthly reports on negotiated service agreements, and other related reports.
  • Maintain client profiles in the computer system.
  • Maintain and generate reports on databases associated with client case management.
  • Produce, validate, and invoice special service requests.
  • Coordinate orders for supplies and stationery.
  • Conduct thorough research to find missing items to complete transactions and support clients with cash management aspects of contracts.
  • Support and participate with sales teams in weekly/monthly client meetings.
  • Have knowledge of accounting (understanding of general ledger accounts, debits, credits, etc.).
  • Bring new ideas to improve our processes.
  • Participate in implementing recommendations and facilitate team adoption as needed.
  • Any other related tasks related to customer service excellence and improving client relations.
Requirements
  • Expert in research.
  • Knowledge of banking back office and accounting.
  • Excellent team player.
  • Knowledge or experience in Cash Management and Secure Transport (an asset).
  • Bilingual (spoken/written) in English and French.
  • Comfortable with CRM systems and various computer software (Freshdesk).
  • Proficiency in Microsoft Word, Excel, and Outlook.
  • Strong organizational skills and ability to manage priorities.
  • Exceptional communication and problem-solving skills.
  • Professionalism, autonomy, and ability to adapt in a fast-paced, evolving environment.
Why Choose GardaWorld?
  • Work-life balance.
  • Employee Assistance Program.
  • Free parking on site.
  • Dynamic work team.
  • Global company offering long-term career opportunities.
  • Mentoring, coaching, and training opportunities.

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