Client Service Agent (225-910)

A Client Service Agent plays a crucial role in ensuring customer satisfaction and maintaining long-term relationships with clients. They are typically the first point of contact for customers, addressing their inquiries, concerns, and requests with efficiency and professionalism. The position requires excellent communication skills, patience, and an ability to handle challenging situations with grace. A Client Service Agent is also responsible for understanding company products and services thoroughly in order to provide accurate and comprehensive support to clients. Furthermore, they are expected to log all interactions, update customer records with current information, and escalate issues to the relevant departments as necessary. This role is crucial for the organization as it reflects the company’s commitment to providing outstanding service to its clients.

Responsibilities

• Respond to client inquiries and provide accurate information on products and services.
• Maintain a high level of professionalism and have excellent customer service skills.
• Handle and resolve customer complaints in a courteous and timely manner.
• Escalate complex customer issues to the appropriate department or supervisor.
• Update client records with the correct and current information promptly.
• Identify clients' needs and suggest appropriate solutions or services.
• Provide input for improving service processes and customer experience.
• Coordinate with other departments to resolve issues and provide customer support.'
• Collect and record client feedback to help improve products and services.
• Meet the established service metrics, including call handling time and quality scores.
• Remain updated on services and products to provide informed assistance to clients.
• Track all client interactions in the CRM system for record-keeping.

Requirements

• Proven experience in a customer service role or similar position required.
• Excellent verbal and written communication skills are essential for this role.
• Ability to handle stressful situations with a calm and composed demeanor.
• Proficient in using CRM software and other customer service tools.
• Must have strong problem-solving skills and a proactive approach to resolution.
• High school diploma or equivalent; degree in related field is a plus.
• Strong organizational skills with the ability to multi-task effectively.