Client Support Assistant

This full-time position focuses on managing all inbound client communications across various platforms, including calls, emails, website chat, Facebook, Instagram, and WhatsApp. The role involves addressing client complaints, creating job orders within the ERP system, and collaborating with relevant departments to ensure timely resolution. The candidate will proactively follow up with clients after service completion to confirm satisfaction and build strong, trust-based relationships through clear and effective communication. Additionally, the role requires tracking inquiries, conducting root cause analysis, preparing formal responses, and meeting recovery targets set by management. This is an on-site role offering a monthly salary ranging from Rs25,000 to Rs40,000.

Key Responsibilities
- Manage all inbound client communications via calls, emails, website chat, and social media platforms such as Facebook, Instagram, and WhatsApp.
- Listen attentively to client complaints, create job orders in the ERP system, and forward them to the appropriate departments for action.
- Ensure timely follow-up and closure of complaints by coordinating with concerned departments within agreed timelines.
- Collaborate effectively with internal teams to resolve client queries accurately and efficiently.
- Conduct post-service follow-ups with clients to confirm satisfaction and maintain strong client relationships.
- Deliver excellent customer service by processing orders promptly and communicating clearly.
- Maintain professional communication with both internal and external stakeholders.
- Apply a self-driven and motivated approach, using innovative problem-solving skills to resolve conflicts.
- Build and sustain trustworthy relationships with clients through open, interactive communication.
- Provide clients with accurate, up-to-date information about services using appropriate communication methods.
- Track and document client inquiries, perform root cause analysis, and prepare formal responses and recommendations.
- Persistently follow up to ensure timely recovery of clients and meet recovery targets set by management.
- Prepare and submit regular reports detailing activities and performance metrics.

Required Qualifications
- Proven experience in customer service or client relationship management roles.
- Strong communication skills across multiple digital platforms and channels.
- Ability to handle complaints professionally and coordinate effectively with various departments.
- Proficiency in ERP systems for job order creation and tracking.
- Self-motivated with excellent problem-solving and conflict resolution abilities.
- Strong organizational skills with keen attention to detail for tracking inquiries and preparing reports.
- Ability to work collaboratively within a team and liaise with diverse stakeholders.

Preferred Qualifications and Benefits
- Previous experience in a similar industry or role is advantageous.
- Competitive monthly salary ranging from Rs25,000 to Rs40,000.
- Opportunity to work in a dynamic, in-person environment that supports professional growth and development.