Application Disclaimer: This is a call for Candidate Pooling and Registration only. Your participation in this interview expresses interest in being considered for future career opportunities within the company.
Summary
The Client Success Coordinator is the primary point of contact between a company and its customers. The core responsibility is to provide excellent service and support by addressing inquiries, resolving issues, and processing requests efficiently and courteously.
Deliverables
- Handle Inquiries: Respond to customer questions via email, chat, or social media regarding products, services, accounts, billing, and policies (insurance). Proactively collect and verify data required for policy registration, annual renewals, and mid-term amendments.
- Resolve Issues: Investigate and resolve customer complaints and problems, which may involve troubleshooting, escalating issues to appropriate departments, or offering solutions.
- Process Transactions: Assist customers with processing orders, returns, exchanges, cancellations, and updating account information.
- Maintain Records: Document all customer interactions, transactions, comments, and complaints accurately in a CRM (Customer Relationship Management) system.
- Product Knowledge: Maintain a high level of knowledge about the company's services and current promotions to provide accurate information.
- Feedback & Improvement: Collect and relay customer feedback to management and other departments for improvement
- Meet Metrics: Strive to meet individual and team performance goals, such as average handling time, first-call resolution rate, and customer satisfaction scores.
Qualifications
- Experience: Previous experience in a customer-facing role, retail, hospitality, or a call center environment is often preferred.
- Technical Proficiency: Navigating multiple software applications simultaneously, and familiarity with CRM tools.
- Excellent English Communication (verbal & written) and Listening Skills.