Client Support Analyst (Bogota) - November 2024

at  Dialectica

ABOUT DIALECTICA

Dialectica is a B2B information services firm that serves the world’s top business professionals, by enabling them to gather real-time information and insights from industry experts across various markets, industries, and regions.
Driven by our mission to achieve unparalleled customer recognition, we are developing the most trusted and innovative knowledge-sharing platform in the world.
Dialectica has been recognized as one of Europe’s fastest-growing companies by the Financial Times for 4 years in a row, a Top Employer for Recent Graduates by The Career Directory in Canada and a Best Workplace.
We believe in supporting our people to do their best work and grow, and building a dynamic, empowering, and respectful workplace is core to our purpose: Accelerate the shift to a prosperous society by empowering better decision-making.
With a global presence spanning 5 offices across 3 continents and a highly-trained team of over 1,000 employees, we are always looking for individuals who share our belief that our work transcends individual and organizational benefits, contributing significantly to the collective advancement of society. Our values serve as a mirror reflecting our culture and beliefs, defining not only who we are but also shaping how we work and what we stand for.

These values include:

• Respect
• Teamwork
• Ownership
• Growth Mindset

REQUIREMENTS

• 0-1 years in a customer service role. Previous scheduling or coordinating experience is a plus .
• Proficient and fluent English in all language dimensions.
• Bachelor’s degree or higher (required).
• Availability to work 10:30am – 7:30pm.
• Strong communication and interaction skills, including demonstrated oral and written abilities.
• Attention to detail, ideally in a fast-paced and demanding environment.
• Strong problem-solving skills.
• Passion for fast-paced learning, especially in a technology-enabled environment.
• Ability to communicate and manage relationships effectively with senior colleagues and experts.
• Strong desire to work as part of a team.
• Ability to work responsibly, both independently and as part of a team.

ABOUT THE ROLE

As a Client Support Analyst you will play a crucial role in our 24/7 client support system for our EMEA clients. You will be responsible for providing exceptional customer service, coordinating expert interviews, and resolving client inquiries promptly and effectively. Your role will involve bridging time zones, ensuring timely support after 6pm Central European time, and maintaining accurate records of client interactions. Join us in elevating client experiences with your dedicated expertise and commitment to excellence. This is an opportunity to make a significant impact, ensuring unparalleled client satisfaction and fostering strong relationships across continents.

RESPONSIBILITIES

Specific responsibilities include (but are not limited to):

• Provide exceptional customer service to European clients after 7pm Central European time.
• Coordinate expert interviews and consultations for European clients, ensuring efficient scheduling and communication.
• Resolve client inquiries, concerns, and urgent requests promptly and effectively.
• Bridge time zones to ensure timely support for European clients.
• Maintain accurate records of client interactions and expert engagements using the company’s CRM system.
• Collaborate with our Client Service Team to optimize support operations and enhance client experiences.
• Serve as the guardian of seamless service and exceptional support across continents.
• Uphold the highest compliance standards in line with our clients’ requirements