Client Support Assistant

This role involves managing all inbound communications across multiple channels including calls, emails, website chat, Facebook, Instagram, and WhatsApp. The candidate will be responsible for addressing client complaints, creating job orders in the ERP system, and coordinating with relevant departments to ensure timely resolution. Maintaining strong client relationships through effective communication and follow-up is essential, as is ensuring client satisfaction after service completion. The position requires a proactive approach to problem-solving and the ability to liaise professionally with both internal teams and external stakeholders.

Key Responsibilities

- Handle all inbound client communications via phone, email, website chat, and social media platforms.
- Listen to and manage client complaints, create job orders in the ERP system, and forward them to the appropriate department.
- Follow up on complaints and ensure their closure within agreed timelines.
- Coordinate with departments to ensure client queries are resolved promptly.
- Conduct follow-ups with clients post-service to confirm satisfaction.
- Deliver excellent service by processing orders quickly and accurately while coordinating with other departments to resolve inquiries.
- Maintain professional communication with internal and external stakeholders.
- Demonstrate self-motivation and innovation in resolving conflicts or issues.
- Build and sustain trust-based relationships with clients through open and interactive communication.
- Provide clients with accurate and valid information about services using appropriate methods.
- Track and record client inquiries and perform root cause analysis.
- Prepare formal responses to client recommendations, inquiries, and questions.
- Ensure timely recovery of clients through persistent follow-up.
- Achieve recovery targets as set by the line manager.
- Prepare and submit regular reports on activities and performance.

Required Qualifications

- Proven experience in client communication and complaint handling.
- Familiarity with ERP systems for job order creation and tracking.
- Strong coordination and follow-up skills.
- Excellent verbal and written communication abilities.
- Ability to manage multiple communication channels effectively.
- Problem-solving mindset with a proactive and self-directed approach.
- Strong interpersonal skills to liaise with various stakeholders.
- Ability to maintain accurate records and prepare formal reports.

Preferred Qualifications and Benefits

- Experience working in a customer service or client relations role.
- Ability to work in person at the designated work location.
- Competitive monthly salary ranging from Rs25,000 to Rs40,000.
- Full-time employment status.

This position offers an opportunity to engage directly with clients and internal teams, ensuring high-quality service delivery and client satisfaction. The role demands a motivated individual who can handle diverse communication platforms and maintain professionalism in all interactions.