AddressJoin us as the essential backbone of our Operations and Delivery team!
In this client-facing role as the Client Operations Associate you will wield your organisational prowess across resourcing, invoicing, and project management, ensuring seamless support to our delivery efforts. As the primary contact for our support/managed services clients, you will deliver unparalleled customer service, efficiently managing Jira support tickets and facilitating client updates. Your role offers a gateway to diverse exposure, from operations to cutting-edge technologies, priming you for a future in project management, consulting, or IT. If you're driven, adaptable, and ready for a dynamic challenge, this is your opportunity to thrive and grow!
Responsibilities:
- Ensure excellent customer service for our Support/Managed Services clients.
- Handle calls, emails, and tickets related to client queries, requests for support and follow-up on ticket progress.
- Be the client-facing support contact for clients, working closely with both clients and our development team.
- Monitor and assign tickets raised by clients in Jira to team members who are responsible for providing the required Level 2 and Level 3 technical support.
- Manage the each support ticket and its assignment to the technical support team member through to completion.
- Follow-up team members for documentation of issues raised and to update ticket status within Jira.
- Facilitate weekly meetings with clients to ensure they’re kept up to date on the status of their tickets and ensure clients are provided with the best customer support possible.
- Track client service delivery to the statement of work contracts, ensuring we always meet our agreed service levels.
- Manage the support team to resolve issues and complete requests within agreed client service levels.
- Support the Australian team in resource trafficking, coordinating resource bookings, and assigning team members to client-facing projects.
- Communicate project assignments to team members, ensuring clear understanding of assignment start and end dates as well as time allocation.
- Understand basic financial processes and principles in order to assist with administrative tasks such as expense tracking and invoice management. (monthly invoicing).
- Through collaboration with project managers, account managers, and senior management, you will update project boards with the latest information, ensuring visibility and traceability of project pipeline and progress (Monday.com boards) .
- Chase submission of timesheets from team members and ensure accurate and complete timesheet reporting on a weekly and monthly basis. Run reports routinely and on an ad hoc basis for management oversight.
- Complete administrative tasks to enable intercompany operational (IO) transfer of costs and invoices to be assigned and received.
- Updating and maintaining operational tools (Sanskrit) for accuracy and completeness.
Requirements and Qualifications:
- 3+ years proven experience in a project coordination or administrative role, preferably within a digital consulting, agency, or related industry (not essential).
- Excellent organisational skills and attention to detail.
- Excellent verbal and interpersonal communication skills.
- Familiarity with project processes and terminology either in a professional environment or through higher education.
- Excellent English, both written and verbal.
- Experience in creating reports, completing basic data analysis and interpretation.
- Understanding and exposure to financial processes would be a plus
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About Media.Monks
Media.Monks is the purely digital, unitary operating brand of S4Capital plc that connects 7,600+ digital natives across one global team. We are united by a mission to shift industries forward and pave the path towards ambitious outcomes so our clients and our people can realize their full potential for growth. Joining Media.Monks means becoming part of a highly ambitious collective of some of the most gifted, focused, joyful talent from all over the world, with the goal to change the industry for good.
Our unified model combines solutions in media, data, social, platforms, studio, experience, brand and technology services to help our clients continuously reinvent themselves throughout increasingly rapid cycles of disruption. Our efforts to shape culture, build innovative technologies and unlock the future of growth have earned recognition from numerous esteemed panels: we maintain a constant presence on Adweek’s Fastest Growing lists (2019-23), regular recognition at Cannes Lions, and continual inclusion in AdExchanger’s Programmatic Power Players (2020-24). In addition, we’ve received the honor of being Adweek’s first AI Agency of the year (2023), the title of Webby Production Company of the Year (2021-24), a record number of FWAs, and have earned a spot on Newsweek’s Top 100 Global Most Loved Workplaces 2023. Together, these achievements solidify our experience in digital innovation, excellence in craft, and commitment to personal growth.
We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.
While we continue to grow our teams, please be mindful of fraudulent job postings and recruiting activities that may use our company name and information. Please be mindful to protect your personal information, especially your national identification number, and bank account information during a recruiting process. While Media.Monks may reach out to potential candidates via LinkedIn, we will always ask applicants to apply through our website (https://media.monks.com/careers) and will never ask for payment or bank account information during the recruitment process.
Disclaimer:- Responsible for resourcing and implementing security controls for your teams processes and systems
- Responsible that all your personnel apply information security in accordance with the established information security policy
