Client Support Specialist

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Working hours is between 6 AM to 6 PM Eastern Time (EST)

We're looking for a Client Support Specialist to join our team now! If you get a thrill and excitement by helping others, if you cannot sleep at night until all client concerns are being addressed. If you obsess over your company’s NPS score and plan out strategies to improve it - then you are the one!

With that kind of talent, you will help our company give the best possible customer service experience for our dear clients. You'll also make sure that our clients are always happy and satisfied with the services we provide them.

Once you're with the team, you will work on:
1. Interacting with clients on behalf of the organization either via email, phone or chat and be the face of the company
2. Clearly and accurately respond to client’s inquiries and concerns through services tickets, calls, or even texts
3. Client issues & requests management and collaboration with different departments through project management tool to ensure action is taken & tasks/client requests are completed
5. Monitoring progress and follow-ups to each department for speedy resolution
6. Maintaining constant communication with the customers until the issue has been resolved
7. Escalate inquires, requests or complaints as necessary to the appropriate department or immediate manager/supervisor
8. Develops effective relationships with appropriate internal company resources and serves as a liaison in effectively serving customers and resolving issues.
9. Documenting resolutions of customer complaints by managing reports and trackers for status reports, issues, etc
10. Continuously looking for improvements in the customer support process and documenting the process updates for future reference
11. Facilitate monthly performance meetings with clients and the internal team from report creation, scheduling pre-meetings and meetings, note-taking/transcribing and coordinating the outcome with concerned departments
12. Performing ad hoc tasks within the department and other departments

Qualifications:
1. More than two years of experience in Customer Service, preferably to Western clients
2. Excellent communication skills, both verbal and written
3. Organized and detail-oriented
4. Quick learner and able to adapt
5. Ability to handle escalations
6. Can conduct excellent client presentation
7. Should be customer service oriented and a team player
8. Leadership qualities that elicit trust in employees and demonstrate leadership judgment
9. Proven negotiation skills and conflict resolution skills
10. Excellent problem-solving skills; able to apply creative solutions that have a positive impact on results
11. Recognized ability to work under pressure, handle stressful situations and maintain flexibility
12. Extreme flexibility and availability to work extended hours
13. Must have intermediate to advance expertise in MS Applications (Word, Excel, PPT)
Upgrade to see actual infon manage Google Calendar appropriately
15. Must have good and stable internet connectivity
16. Must have noise cancellation headphone/headset
17. Has FreedCamp experience is a plus
18. High energy with a sense of urgency in responding to customer needs

Showing the right empathic responses to our customers is the key to our success! Be a part of this great vision and take the assessment now thru this link: Upgrade to see actual info