Senior client service role at BNY fostering world - class client service across multiple products. Collaborating with clients and internal teams to enhance satisfaction and address complex issues.
About the role
- Client Services Representative managing relationships with international clients at a SaaS company. Responsible for customer satisfaction, onboarding, and promoting product adoption.
Responsibilities
- 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.
- Liaise between clients and internal teams (Product Development/Billing) to ensure timely and successful delivery of solutions to our client's problems.
- Initiate and engage with customers through multiple channels, namely outbound calls and inbound chats, to communicate effectively and facilitate product adoption.
- Offer tailored support designed to meet each customer’s unique needs, empowering them to grow their capabilities with our software.
- Track customer usage and provide proactive support, guiding them to optimise their experience and achieve the right balance in using our software.
- Have thorough knowledge of the product while continuously working towards the product’s improvement.
- Comprehend creative solutions to handle queries from customers and give them an excellent level of service.
- Flexible and receptive to change for continuous product transformation.
Requirements
- Any graduate with 0-4 years of experience in technical/customer support roles (Preferably in a SaaS environment).
- Willingness to work on the night shift.
- Passion towards an amazing customer experience.
- Good documentation skills to keep track of issues and tickets.
- Good knowledge of common apps and technologies in a professional environment.
- Ability to simplify complex technical concepts for easy understanding.
- Strong organisational skills and attention to detail.
- Proactive problem-solving mindset to effectively address customer needs.
- 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.
Benefits
- Competitive compensation based on skills, experience, and overall fit for the role.
- Candidates must be willing to work from the office for one week, twice a year, for meaningful in-person collaboration with the team.
- Private workroom with the ambience to handle calls.
- Ready for video calls at all times.
- Good Internet speed (Above 100 MBPS Download and Upload) with the ability to be wired (LAN).
- Power backup (if you have frequent power cut issues).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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