Job Summary: The Customer Service and Client Support Specialist handles client inquiries, resolves issues, and ensures client satisfaction through exceptional service and communication.
Key Responsibilities:
- Respond to client inquiries across various channels (email, phone, chat) with professionalism.
- Troubleshoot issues promptly, escalating when necessary to ensure resolution.
- Track and document client interactions in CRM for consistent follow-up.
- Provide product or service information and promote additional client offerings.
- Collect and analyze client feedback to identify areas for improvement.
Required Skills:
- Customer-Centric Approach: Ability to understand and prioritize client needs.
- Problem-Solving: Quickly addressing issues with empathy and accuracy.
- Clear Communication: Proficiency in articulating solutions clearly.
- Patience and Empathy: Staying composed and compassionate in high-stress situations.
- Time Management: Efficiently managing a high volume of client interactions.
Tools:
- Customer Relationship Management (CRM): Zendesk, Freshdesk, HubSpot.
- Communication Tools: Intercom, LiveChat, Microsoft Teams.
- Knowledge Base & FAQ Management: HelpDocs, Notion, Guru.
- Feedback Collection: SurveyMonkey, Google Forms.
Achievements:
- Increased client retention rates by providing timely and effective support.
- Developed a comprehensive FAQ system, reducing support request response times.