Client Service Agent (225-929)

A Client Service Agent is integral to maintaining client relationships and ensuring their needs are met promptly and effectively. This role involves handling customer inquiries, solving issues, and providing high-quality service to ensure customer satisfaction. A successful Client Service Agent will be able to quickly identify problems and offer efficient solutions while maintaining a friendly and professional demeanour. This position requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment. As a representative of the company, the Client Service Agent is crucial in promoting a positive image and fostering trust and loyalty among clients.

Responsibilities

• Communicate with clients to address and resolve inquiries and issues promptly.
• Regularly update client records to ensure accuracy and completeness.
• Collaborate with other departments to provide seamless service experiences.
• Maintain a high level of product knowledge to better assist clients.
• Document client interactions and feedback for continuous improvement purposes.
• Identify and escalate complex issues to senior staff for resolution.
• Monitor customer satisfaction and suggest ways to improve service delivery.
• Assist in the coordination of service activities, ensuring timely follow-up.
• Provide training to new colleagues as part of the onboarding process.
• Develop and implement strategies to retain and grow customer accounts.
• Handle customer complaints with empathy and a focus on resolution.
• Create reports on service performance and client satisfaction metrics.

Requirements

• High school diploma or equivalent; further education is advantageous.
• Proven experience in customer service or similar client-facing roles.
• Strong verbal and written communication skills in English.
• Proficiency in using CRM software and other related computer applications.
• Excellent problem-solving skills and attention to detail is necessary.
• Ability to multitask and manage time efficiently in fast-paced settings.
• Strong interpersonal skills with a focus on teamwork and collaboration.
• Adept at handling stressful situations with calmness and professionalism.