CCE

The CCE will serve as the primary point of contact for clients within the CLM International Back Office, ensuring timely resolution of inquiries and seamless coordination across internal teams. This role requires strong communication skills, attention to detail, and a proactive approach to improving service processes. The successful candidate will contribute to maintaining high service standards and support the companys growth objectives.

Responsibilities

• Respond to client inquiries via phone, email, and chat in a courteous and timely manner
• Log, track, and resolve service tickets using the companys CRM system
• Coordinate with internal departments to expedite issue resolution and follow‑up
• Maintain accurate client records and update account information as needed
• Generate daily and weekly performance reports for management review
• Monitor service level agreements (SLAs) and ensure compliance
• Identify recurring issues and recommend process improvements
• Assist in onboarding new clients and providing orientation on back‑office procedures
• Participate in regular training sessions to stay updated on product and policy changes
• Escalate complex problems to senior management while providing detailed documentation

Qualifications

• Bachelors degree in Business, Communications, or related field
• Minimum 2 years of experience in customer service or back‑office support
• Proficiency with CRM platforms and Microsoft Office Suite
• Excellent verbal and written communication skills
• Strong problem‑solving abilities and attention to detail
• Ability to manage multiple tasks and prioritize effectively
• Knowledge of contract lifecycle management (CLM) processes is a plus
• Demonstrated ability to work collaboratively in a team environment
• Customer‑focused mindset with a commitment to service excellence
• Flexibility to work occasional extended hours to meet client needs