Client Service Executive

Job Description

Job Summary The Client Service Executive will be the primary point of contact for our clients, responsible for building strong relationships, addressing their inquiries, providing exceptional support, and ensuring their overall satisfaction with our [products/services]. This role requires excellent communication skills, a problem-solving mindset, and a commitment to delivering a superior client experience. Responsibilities Client Relationship Management: Serve as the main point of contact for a portfolio of clients, building and nurturing strong, long-term relationships. Regularly communicate with clients to understand their needs, gather feedback, and ensure their satisfaction. Act as a liaison between clients and internal departments (e.g., Sales, Operations, Technical Support) to resolve issues and fulfill requests efficiently. Inquiry and Issue Resolution: Address client inquiries, concerns, and complaints promptly and professionally via phone, email, or in-person meetings. Diagnose problems, provide accurate information, and offer effective solutions, escalating complex issues to senior management or specialized teams when necessary. Service Delivery Support: Provide comprehensive support related to our [products/services], including guiding clients through processes, explaining features, and assisting with documentation. Ensure that client requests and service level agreements (SLAs) are met consistently. Coordinate the delivery of services or products to clients, ensuring timely and accurate execution. Account Management Support: Assist in onboarding new clients , ensuring a smooth transition and understanding of our offerings. Identify opportunities for cross-selling or up-selling additional products/services based on client needs and proactively communicate these to the sales team. Help maintain client accounts, ensuring accurate data and service records. Documentation and Reporting: Accurately document all client interactions, issues, and resolutions in the CRM system or designated software. Prepare regular reports on client satisfaction, service issues, and relationship status for management review. Product/Service Knowledge: Continuously update knowledge on company products, services, policies, and industry trends to provide informed and up-to-date support to clients. Feedback Improvement: Collect client feedback systematically and contribute to identifying recurring issues or areas for service/product improvement. This job is provided by Shine.com