We are looking for a passionate and dedicated Customer Service Representative to join our team. To welcome our new clients into the company by integrating onboarding systems and processes after the sale has been completed, providing excellent customer service throughout the journey. You will accurately gather all necessary information and documentation and work closely within the CRM. Correct capture of data, documents and key information is the launching point for a long and trusting relationship with the client whose business success depends on us.
You will also play a pivotal role in ensuring that our existing customers receive the highest level of support and guidance, ultimately helping them maximize the value they get from our products/services. You will build strong relationships, proactively engage with customers, and help drive their success.
Key Performance Indicators: Follow systems and procedure to ensure a smooth onboarding experience to all of our products and services. To work closely with our Customer Service Representatives to provide on-going support and exceptional customer service to our existing clients.
Key Responsibilities:
Client Onboarding:
Guide new clients through the onboarding process with enthusiasm and professionalism.
Client Communication:
Respond to inquiries via email, phone, or chat with accuracy and a positive attitude.
Regularly follow up to ensure client satisfaction during the onboarding phase.
Create and manage on-boarding CRM records and emails
Management and checks of all documentation provided by customers during the on-boarding process for different services, paying close detail to the information provided and liaising with customers if information is incorrect or missing
Problem Solving:
Address and resolve any challenges clients face during the onboarding process.
Collaborate with internal teams to implement solutions and enhance the onboarding journey.
Team Collaboration:
Work closely with internal teams to ensure a seamless transition for clients (New and Existing).
Participate in team meetings to share ideas and successes.
Customer Support:
Respond, log and allocate incoming client requests providing excellent customer service and attention to details, in a timely manner.
Provide front of house service for incoming calls
Keep CRM updated with any customer changes and interactions
Guidance & Support: Provide guidance and best practices to customers on using the product/service effectively and troubleshoot any issues they encounter.
Proactive Communication: Regularly check in with customers through calls, emails, and meetings to monitor satisfaction and identify opportunities to add value.
Relationship Management: Develop and maintain strong, long-lasting customer relationships to foster loyalty and ensure customer satisfaction.
Qualifications:
Exceptional communication and interpersonal skills.
Strong problem-solving skills with a proactive mindset.
Ability to manage multiple clients and tasks efficiently in a fast-paced environment.
High energy, ambition, and a passion for delivering exceptional customer experiences.
Tech-savvy and comfortable learning new tools quickly.
Skills, Qualifications and experience;
Competent in using Microsoft programmes. CRM experience would be an advantage.
Excellent customer service skills and a great communicator
Exceptional communication and interpersonal skills
Ability to manage multiple clients and tasks efficiently in a fast-paced environment
High energy, ambition, and a passion for delivering exceptional customer experiences
Tech-savvy and comfortable learning new tools quickly
Natural aptitude for attention to detail
Ability to work under pressure and to multitask
To be self-motivated and a team player
