Ensure positive client experience through high quality service and communication thereby attaining client retention.
Handle client service or support related incoming requests.
Respond to and resolve complex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
Research and resolve each client interaction to their utmost satisfaction.
Resolve incidents and fulfill requests through Tier 1 support.
Determine and record inbound requests and ensure customer issues bear proper notation.
Capture client information and problem solving process such as decisions made, actions involved and final resolution.
Update on status and completion in service management system and users through all means of communications.
Offer on – call support outside business hours.
Handle client engagement document control and execute filing system policies.
Manage databases and execute reports to track and support implementation and overseeing of compliance initiatives.
Coordinate with product development department to enhance current design and determine design problems.
Update on new design, product and technology changes.
Engage in continuous performance evaluation and training projects.
Establish Client Support Center’s positive image by interacting with team members, vendors and clients.