[Hiring] Client Web Specialist @Pages Jaunes Solutions Numériques et Médias Limitée

Role Description

The Client Web Specialist serves as the primary point of contact for customers, ensuring the accurate and high-quality delivery of digital products such as websites, Visibility, Reputation and Social Media Management (VRM/VRSM), add-ons, and domain names/emails. This role is responsible for driving customer satisfaction through inbound and outbound calls, content collection, product reviews, technical support, and proactive monitoring of digital fulfillment. Working closely with Sales, advertisers, and cross-functional teams including product teams, campaign managers, and the Product Manager, the Client Web Specialist ensures timely and precise execution while identifying and mitigating potential risks. The position focuses on overseeing the entire digital delivery process, from initial interviews to post-publication.

Main Responsibilities

• Gather information to enable the fulfillment of all digital products
• Act as the primary contact for customers regarding digital product fulfillment (websites, add-ons, VRM/VRSM domain names, emails, and other selected digital products).
• Collaborate closely with Sales for client hand-off and manage consultations, reviews, follow-ups, and customer communications throughout the fulfillment process.
• Establish clear expectations with the advertiser for the fulfillment steps, content requirements, deadlines, publication dates, and related deliverables, based on production timelines to ensure the website launches by the committed date.
• Guide customers through product features, self-serve options, and provide first-level technical support for domain, email, account setup procedures, website layout, design, and content upload.
• Conduct consultations and product reviews from initial engagement through approval and publishing, ensuring KPI of customer satisfaction is met.
• Monitor product delivery proactively, maintain accurate fulfillment status records, and coordinate with Account Teams, Advertisers, and Fulfillment Teams to mitigate risks and ensure timely completion.
• Ensure timely and accurate issue resolution within digital fulfillment and facilitate communication with other departments across the organization as required.
• Coordination & Collaboration of activities within digital fulfillment teams
• Liaise between Account Teams, Advertisers, Product Fulfillment, and technical teams to ensure smooth execution.
• Manage consultations, calendars, and follow-ups for all customer interactions.
• Assess complexity of client requirements and coordinate with fulfillment team and domain name/email specialist members as needed.
• Proactively monitor product delivery, identify risks, and take action to ensure fulfillment as planned.
• Administrative & Technical Support
• Document all interventions and maintain accurate fulfillment status records.
• Assist with clerical work and respond to internal/external correspondence by phone and in writing.
• Provide first-level technical guidance and support for web domain procedures and account settings.
• Support inbound calls, provide follow-ups, and redirect calls when necessary.

Qualifications

• Minimum High School education level required to do the job.
• Minimum 3-4 years of related work experience required to do the job.
• Bilingualism in French and English is required due to daily interactions with clients or internal and/or external professionals at the national level.
• Intermediate to advanced computer skills with tools such as Microsoft 365.
• Excellent people skills and the ability to work with a wide range of people, both internally and externally, with special emphasis on customer service and experience, escalation management, problem resolution, and situation analysis.
• Minimum of basic understanding of concepts related to SEO, SEM, social media, local search, AdWords, paid search, and other products and services within the Yellow Pages portfolio.
• Excellent listening skills.
• Reliable team player with a customer-centric approach.
• High sense of professionalism.

Benefits

• Paid Training
• Pension Plan and generous benefits
• Day 1 insurance coverage such as dental, vision care, and mental health (short- & long-term disability after 3 months)
• Paid vacation
• Room for Growth
• Dynamic Environment