Client Success Specialist (Process Refund Request)

Description

Job Description:

As a Client Success Specialist, your primary responsibility will be to handle refund requests from Gartner Digital Markets. The clients will range from low spend to strategic aligned accounts. Refund requests will primarily be related to marketing leads that we send out. You will play a crucial role in ensuring customer satisfaction and maintaining positive relationships with our clients.

What You Will Do:

• Process Refund Requests: Receive, review, and process refund requests from clients promptly and accurately. Ensure all necessary information is gathered to assess the validity of the request.

• Analyze Marketing Leads: Evaluate the quality and relevance of marketing leads provided to clients. Collaborate with the quality assurance team to identify any patterns or issues affecting lead quality and suggest improvements.

• Communicate with Clients: Communicate professionally and effectively with clients regarding refund requests. Address their concerns, provide updates on the status of their requests, and ensure timely resolution.

• Escalation Management: Identify complex refund cases or situations requiring additional attention and escalate them to the appropriate teams or management for further review and resolution.

• Process Improvement: Collaborate with cross-functional teams to implement streamlined procedures and enhance efficiency.

• Complete other items as business needs evolve.

What You Will Need:

• Bachelor’s degree preferred, not required

• 0-2 years of experience in customer service or a similar role involving refund or dispute resolution is preferred.

• Excellent verbal and written communication skills with a high level of professionalism

• Strong attention to detail and accuracy with ability to multitask

• Strong Problem-Solving abilities and Critical Thinking abilities. Resourcefulness and critical thinking skills are important for handling complex cases.

• Ability to collaborate and communicate effectively with cross-functional teams, 

• Customer Obsessed with proven dedication to providing exceptional customer service and maintaining positive relationships with clients irrespective of spend

• Ability to work quickly in fast-paced, evolving environments

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Who are we?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

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