Client Services Associate

Overview

Overview:

Provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time. Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner. Primary responsibilities are focused on handling requests and ensuring accurate transactional processing.

Reporting Lines & Competencies:

Knowledge of…

• Basics of business correspondence,
• Using various computer applications
• Computer Navigation
• Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support

Skills

• Strong English language skills: ability to articulate clearly and to be understood
• Proficient in active listening skills
• Excellent comprehension skills
• Excellent probing skills
• Proficient at up-selling additional products and services
• Good Navigation and Multi-tasking skills

Ability to…

• Connect the customer’s needs to a relevant solution
• Make recommendations according to customer's needs on features, accessories, upgrades, and rate plans
• Negotiate and properly handle objections with customers
• Relate to the customer and assess needs quickly
• Build effective and productive relationships with team members
• Meet performance metrics set by the account

Responsibilities

Roles and Responsibilities include, but is not limited to:

• Respond to email inquiries and requests through Customer Success Team Mailbox
• Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Assign Qualtrics(detractor) cases to CSMs
• Draft Recognition emails and Thank you emails

Qualifications

Qualifications:

• Completed at least 2 years in college or a 2 year Vocational or Certificate course in any field or in BPO/KPO or similar industry
• IT/Tech/Customer Service backgrounds are a plus.
• Multi-lingual (English plus one of the following: Japanese, Chinese, Korean) would be advantageous