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Client Support Coordinator
KA - Bengaluru
The Client Support Coordinator is an integral part of the Client Services Team. Responsible for the efficient and effective coordination of client care. Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.
Major Responsibilities / Duties:
- Provide timely and ongoing support and assistance to recipients through emails in FreshDesk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes
- Answer overflow of recipient inquires from Call Center
- Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as need be and within the escalation procedure timeline.
- Manage redirects and escalate the Client Relationship Management group as need be
- Manage product replacements & communication to recipients
- Manage manual order processing
- Process and email return forms (RMA)
- Communicates discontinued/replacement products to client and recipients.
- May be involved in client testing secondary browser
- May have to unlock recipient accounts (ex. for Social Recognition Programs)
- May perform other administrative duties.
- May provides training and coaching to the team on operational procedures and policies.
Internal / External Customers:
- Supply Chain, Management, IT and Accounting
- Client’s recipients
Performance Competencies / Criteria:
- Quality of work, Quality interactions with internal and external contacts to achieve defined goals
- Respond to client inquiries in a timely manner
Qualifications / Skills Required:
- Excellent verbal and written communication skills
- Customer oriented; Tactfulness and Courtesy
- Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints
- Superior analytical skills and problem solving abilities
- Decision Making / Judgment; Innovation / Creativity; Initiative
- Great versatility, enthusiasm and tenacity
- Ability to multi task; Time management / Organizational skills
- Detail-oriented self starters who possess strong project-management skills
- Accountability; Ability to handle clients with grace and confidence
- Ability to work under minimum supervision
- Team work, autonomy
Experience:
- Familiar with standard concepts, practices and procedures within his/her environment
- Ability to work in a fast-paced, constantly evolving team environment
- Ability to effectively work under pressure
Education:
- Bachelor Degree
- Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and advanced knowledge and hands-on experience working on applications.
The Client Support Coordinator is an integral part of the Client Services Team. Responsible for the efficient and effective coordination of client care. Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.
Major Responsibilities / Duties:
- Provide timely and ongoing support and assistance to recipients through emails in FreshDesk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes
- Answer overflow of recipient inquires from Call Center
- Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as need be and within the escalation procedure timeline.
- Manage redirects and escalate the Client Relationship Management group as need be
- Manage product replacements & communication to recipients
- Manage manual order processing
- Process and email return forms (RMA)
- Communicates discontinued/replacement products to client and recipients.
- May be involved in client testing secondary browser
- May have to unlock recipient accounts (ex. for Social Recognition Programs)
- May perform other administrative duties.
- May provides training and coaching to the team on operational procedures and policies.
Internal / External Customers:
- Supply Chain, Management, IT and Accounting
- Client’s recipients
Performance Competencies / Criteria:
- Quality of work, Quality interactions with internal and external contacts to achieve defined goals
- Respond to client inquiries in a timely manner
Qualifications / Skills Required:
- Excellent verbal and written communication skills
- Customer oriented; Tactfulness and Courtesy
- Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints
- Superior analytical skills and problem solving abilities
- Decision Making / Judgment; Innovation / Creativity; Initiative
- Great versatility, enthusiasm and tenacity
- Ability to multi task; Time management / Organizational skills
- Detail-oriented self starters who possess strong project-management skills
- Accountability; Ability to handle clients with grace and confidence
- Ability to work under minimum supervision
- Team work, autonomy
Experience:
- Familiar with standard concepts, practices and procedures within his/her environment
- Ability to work in a fast-paced, constantly evolving team environment
- Ability to effectively work under pressure
Education:
- Bachelor Degree
- Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and advanced knowledge and hands-on experience working on applications.
