Profile: Client Support Coordinator
Location: Work From Home Job
Pan India Location
Job description
The Client Support Coordinator is an integral part of the Client Services Team. Responsible for the efficient and effective coordination of client care. Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.
Responsibilities
- Provide timely and ongoing support and assistance to recipients through emails in Fresh Desk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules, and processes
- Answer overflow of recipient inquiries from the Call Center
- Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as needed and within the escalation procedure timeline.
- Manage redirects and escalate the Client Relationship Management group as needed be
- Manage product replacements & communication with recipients
- Manage manual order processing
- Process and email return forms (RMA)nfh
- Communicates discontinued/replacement products to clients and recipients.
- May be involved in client testing secondary browser
- May have to unlock recipient accounts (ex. for Social Recognition Programs)
- May perform other administrative duties.
- May provide training and coaching to the team on operational procedures and policies.
Internal / External Customers:
- Supply Chain, Management, IT and Accounting
- Client’s recipients
Performance Competencies / Criteria:
- Quality of work, Quality interactions with internal and external contacts to achieve defined goals
- Respond to client inquiries on time
Qualifications / Skills required
- Bachelor’s degree preferred
- Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and CRM tools
- Excellent verbal and written communication skills
- Customer-oriented; Tactfulness and Courtesy
- Ability to handle high volumes, fluctuating workloads, and multiple priorities within set time constraints
- Superior analytical skills and problem-solving abilities
- Decision Making / Judgment; Innovation / Creativity; Initiative
- Great versatility, enthusiasm, and tenacity
- Ability to multi-task; Time management / Organizational skills
- Detail-oriented self-starters who possess strong project management skills
- Accountability; Ability to handle clients with grace and confidence
- Ability to work under minimum supervision
- Teamwork, autonomy
Experience:
- Minimum 6-12 months experience preferred
- Familiar with standard concepts, practices, and procedures within his/her environment
- Ability to work in a fast-paced, constantly evolving team environment
- Ability to effectively work under pressure