Client Experience Executive

To ensure the smooth and professional execution of all client servicing interactions by managing inquiries, guiding clients through procedures, resolving issues, and ensuring timely follow-ups. The Client Servicing Executive is responsible for upholding service standards, managing client relationships through multiple channels, and ensuring customer satisfaction across all transactional touchpoints.

Responsibilities 

• Act as an ambassador at all times and attend to customer needs in a professional, friendly, and courteous manner.

• Ensure a high level of professional rapport is developed and maintained with all customers.

• Follow up on all customer enquiries and provide daily updates on the progress of their transactions.

• Maintain individual KPIs, including SLA adherence, C-SAT targets, generating positive Google reviews, and meeting quality standards.

• Respond promptly and take full ownership of client requests and complaints to ensure timely and effective resolution, including handling escalations.

• Meet and attend to walk-in clients when required, delivering excellent face-to-face service while maintaining professional appearance and conduct.

• Respond to customer queries via calls, WhatsApp, chats, and emails with clarity, accuracy, and professionalism.

• Work on a 24/7 rotational shift schedule, including evenings, weekends, and public holidays, to ensure continuous service coverage.

• Maintain proactive workflows to support team collaboration, smooth interdepartmental processes, and consistent operational performance.

• Assist clients in resolving technical issues such as ERP access problems, system glitches, and form submission difficulties, coordinating with relevant teams.

• Provide exceptional customer service to meet or exceed client expectations across all service categories.

• Encourage satisfied clients to leave Google reviews to support positive service outcomes and feedback improvement.

• Conduct regular outbound calls to prevent service delays, address pending issues, and avoid complaints caused by miscommunication.

• Guide clients on correct online application procedures, providing step-by-step templates and instructions through various communication channels.

• Provide updates on ongoing transactions, especially time-sensitive services such as visa applications, immigration cards, and other critical requests.

Responsibilities 

• Maintain comprehensive knowledge of all departments, products, and services to provide accurate and helpful responses.
• Escalate recurring client concerns and operational inefficiencies for investigation and corrective action with the servicing manager.
• Ensure all service tickets are handled according to standard operating procedures and within agreed service level commitments.
• Identify process gaps and propose solutions to improve service quality, system efficiency, and overall client experience.
• Collaborate closely with clients to understand their needs, goals, and challenges, and provide proactive support.
• Work independently and collaboratively to meet individual and departmental targets while maintaining a positive team environment.

• Assist with case documentation, status tracking, and internal handovers for transparent and traceable service flows.
• Attend training sessions and briefings to stay updated on changes in procedures or systems.

• Handle sensitive and confidential client data in compliance with internal data protection policies.
• Contribute to updates for the knowledge base, FAQs, and client guides to support digital self-service options.
• Perform any additional tasks assigned by the leadership team.