Client Support Officer

Responsibilities:

Communication & Problem Resolution:

First Point of Contact: Welcoming clients, taking calls, and replying to emails, social media, or live chats. Query Handling: Providing accurate, actionable information regarding company products, services, and pricing. Complaint Management: Empathizing with dissatisfied clients, investigating issues, and finding effective solutions to reach first-contact resolution.

Account & Database Administration:

Record Keeping: Updating client profiles, documenting interaction notes, and tracking outcomes within Customer Relationship Management (CRM) software. Order & Transaction Processing: Managing client onboarding, processing requests (like statement generations or cash transfers), and handling returns or cancellations.

Sales Support & Retention:

Cross-selling: Identifying opportunities to introduce existing clients to additional services that fit their needs. Feedback Collection: Encouraging clients to complete satisfaction surveys to provide actionable feedback to management.

Cross-Functional Collaboration:

Interdepartmental Communication: Relaying technical issues to the IT/Tech team or sharing client feedback with Sales and Marketing departments to improve overall business offerings.

Requirements:

Minimum qualification of a BSc. No experience/ less than 1 year of previous experience in a similar role.