Concierge Account Support

Job Description

About the Position

You will play a pivotal role in providing world-class, personalized support to our valued clients, partners, and prospects. You will thrive in a fast-paced, customer-focused environment, delivering exceptional white-glove service across communication channels, including phone, email, live chat, and in-person interactions as needed. Your core responsibilities will include managing customer requests through ticketing systems, facilitating seamless experiences, providing administrative support, and acting as a liaison between clients and internal teams. You will also help optimize customer journeys, manage client data, and support events and activities. If you are passionate about delivering memorable experiences, have strong communication skills, and are eager to grow in a dynamic environment, we welcome your application.

Key Responsibilities

• Client Experience: Deliver exceptional, concierge-level service for all client inquiries and requests, ensuring every interaction is memorable and professional.
• Ticket Management: Efficiently manage and resolve customer cases using ticketing systems such as Zendesk, ensuring all tickets are tracked, updated, and closed in accordance with company standards and service level agreements (SLAs).
• Support KPIs: Consistently meet or exceed key support metrics, including first response time, resolution time, and customer satisfaction (CSAT), as well as telephonic support KPIs . Monitor and report on ticket status and performance.
• Account Management Support: Act as a primary point of contact for inbound queries; support account optimization and proactively engage clients to enhance satisfaction and retention.
• Customer Relationship Management: Maintain and update client records in CRM systems (such as Salesforce), ensuring accuracy, confidentiality, and compliance.
• Process Coordination: Manage administrative casework, coordinate cross-team communications, and facilitate resolution of client issues.
• Reporting & Data Management: Validate customer data, and assist with insights for continuous service improvement.
• Upsell & Opportunity Identification: Recognize and communicate opportunities for additional services or solutions that may benefit clients.
• Collaboration: Work closely with internal teams to ensure client needs are met efficiently and effectively.
  
  

Essential Skills And Experience

• Exceptional Communication: Well-spoken, clear, and professional; adept at engaging with clients and stakeholders, both over the phone and in writing.
• Customer-Centric: Friendly, eager to please, and committed to delivering the highest levels of service.
• Organized & Detail-Oriented: Structured approach to tasks; strong attention to detail in record-keeping and follow-through.
• Energetic & Adaptable: Positive, flexible, and able to thrive in a fast-moving environment.
• Team Player: Collaborative with the ability to work independently and take initiative.
• Solution-Oriented: Pragmatic, resilient, and focused on resolving issues efficiently.
• Tech-Savvy: Comfortable with ticket management systems (e.g., Zendesk), CRM systems (e.g., Salesforce), Microsoft Office Suite, and digital communication tools; technical aptitude is a plus.
• Professional Presence: Presentable and able to represent the brand with poise at all times.
• Self-Driven: Motivated to learn, develop, and grow within the organization.
  
  

Qualifications

Degree or diploma in one of the following:

• BCom
• Business Administration
• Management & Marketing
  
  

Experience in customer service and account management roles is highly advantageous.

Schedule: shifting

Work set up: WFH

Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" or "Apply" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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