Job Title: Client Support Representative Job Description: We are looking for a friendly, dedicated, and highly organized Client Support Representative to join our team. In this role, you will be responsible for providing excellent customer service by responding to client inquiries, resolving issues, and building strong relationships. You will serve as the first point of contact for clients, ensuring they have a positive experience and receive the support they need in a timely and professional manner. Key Responsibilities: Respond to client inquiries through multiple channels (phone, email, live chat) in a professional and friendly manner. Provide clear and accurate information about products, services, policies, and procedures to clients. Resolve client issues and concerns by identifying the problem, researching solutions, and providing appropriate feedback or follow-up. Maintain detailed records of client interactions, including inquiries, issues, and resolutions in the CRM system. Assist with onboarding new clients, ensuring they understand and can access the services offered. Monitor and manage client accounts, ensuring all information is up-to-date and accurate. Collaborate with other departments to resolve complex client issues and ensure client satisfaction. Handle escalated issues with patience and professionalism, ensuring client satisfaction is maintained. Stay informed on product updates, policies, and services to provide clients with up-to-date and accurate information. Continuously strive to improve service quality and enhance the client experience. Meet or exceed service level targets such as response time, issue resolution time, and customer satisfaction. Requirements: Proven experience in client support, customer service, or a similar role. Excellent written and verbal communication skills. Strong problem-solving skills and the ability to remain calm under pressure. Ability to manage multiple tasks and prioritize effectively. Proficiency in using customer support software (e.g., Zendesk, Freshdesk) and CRM tools. Strong attention to detail and the ability to document client interactions accurately. Ability to work independently and as part of a team in a remote environment. Empathy and patience with clients, offering exceptional customer service. Basic technical knowledge and familiarity with troubleshooting common issues. Reliable internet connection and a quiet workspace for remote work. Preferred Qualifications: Experience in a specific industry (e.g., finance, technology, healthcare) is a plus. Bilingual abilities are an advantage, especially for handling a diverse clientele. Familiarity with knowledge bases, FAQs, and self-service customer support resources. Previous experience using chat-based support systems is a plus. Benefits: Flexible work-from-home opportunity. Competitive salary and performance-based bonuses. Health and wellness benefits (if applicable). Opportunities for career growth and development. Positive and supportive team environment. Alexis Fiscal Advisory
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