Client Services Representative

• Lead, mentor, and develop a team of client support representatives.
• Monitor team performance, provide regular feedback and conduct performance reviews.
• Foster a positive and collaborative team environment.
• Ensure timely and effective resolution of client inquiries and issues.
• Develop and implement support procedures and best practices to enhance client satisfaction.
• Handle escalated client concerns and provide solutions.
• Maintain high levels of client satisfaction through excellent service delivery.
• Develop and implement strategies to enhance the client support experience and achieve service excellence.
• Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management.
• Monitor and analyze support metrics to identify areas for improvement.
• Collaborate with other departments to resolve client issues and improve services.
• Regularly cross-check with the Provider Team and Payment Team to ensure client balances, and all other related process flows are accurate.
• Address discrepancies promptly and ensure accurate transaction processing.
• Train existing and new team members on company policies, procedures, and best practices.
• Identify training needs and provide ongoing development opportunities for the team.
• Stay updated on industry best practices and emerging trends to ensure the team is equipped with the latest tools and techniques.
• Collaborate with compliance teams to ensure that all client support processes adhere to industry regulations and standards.
• Lead initiatives to improve support processes and client experiences.
• Prepare and provide regular reports on work progress, including metrics and KPIs.

Client Support Manager

Client Support Executive