Client Account Manager

Roles and responsibilities

• Work closely with Client Experience Associates (internal) to resolve any issues related to the account to improve the effectiveness of call handling.
• Respond to client queries (account updates, billing inquiries, or general complaints) in an effective manner, via phone calls, emails, and chats within the time limits and follow up to ensure resolution whenever required.
• Liaise between clients and internal teams (Product Development/Billing) to ensure timely and successful delivery of solutions to our client's problems.
• Identify customers needs and problems, and take proactive steps to maintain a positive experience.
• Maintain strong, lasting, and trustworthy relationships with clients through open and interactive communication.
• Collaborate with the team to closely examine key performance indicators linked to client satisfaction, retention, and engagement. Work towards enhancing these metrics by aligning your efforts with the teams objectives.

Skills & Experience

• 1-4 years of experience in client handling roles; preferably US/CA/UK clients via phone calls.
• Passionate about client service with good soft skills and proper telephone etiquette.
• Clear, concise, and effective written and oral communication skills.
• Growth mindset and excitement to learn new things.
• Creative, enthusiastic, and energetic with great interpersonal skills. Should be able to present ideas with clear logic and conviction.
• Ability to work in a fast-paced work environment with spontaneity.
• Should be able to approach problems logically and rationally to facilitate clear decision making.
• The ability to stay calm and efficient under pressure.
• Should be flexible to work on weekends and in the night shift starting at 9.30 PM.
• Should be willing to work from the office once a week.