Client Support Coordinator

Engage2Excel is actively looking for a dynamic person to join our Client Services team in India (Bangalore location). We are always on the lookout for motivated candidates who enjoy providing quality customer service in addition to ideas with a collaborative environment to maximize effectiveness. We rely on open-minded individuals, who will bring value to our organization. We offer a creative and enthusiastic work environment to encourage the open exchange of ideas and forward-thinking initiatives. If you believe this is you, we want you on board!
*In light of the current pandemic situation, training and work will be done remotely until further notice.
Major Responsibilities & Duties
This position is primarily responsible for the efficient and effective coordination of client care. Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.
Key Responsibilities

• Provide timely and ongoing support and assistance to recipients through emails in Fresh Desk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes.
• Answer overflow of recipient of recipient inquires from Call Center
• Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as need be and within the escalation procedure timeline.
• Manage redirects and escalate the Client Relationship Management group as need be
• Manage product replacements & communication to recipients
• Manage manual order processing
• Process and email return forms (RMA)
• Communicates discontinued/replacement products to client and recipients.
• May be involved in client testing secondary browser
• May have to unlock recipient accounts (ex. for Social Recognition Programs)
• May perform other administrative duties.
• May provides training and coaching to the team on operational procedures and policies.

What's in it for you?

• Become part of a group, which works in a highly creative environment where unity and teamwork is at the core of all operations
• Be a part of a rapidly growing group and a positive environment

Qualifications

• Bachelor degree or equivalent
• 1-2 years’ related experience in client services
• Knowledge of Microsoft Office, specifically Word, Excel and Outlook

Desired Behaviors

• Problem Solving - Identifies and resolves problems in a timely manner.
• Customer Service - Responds promptly to customer needs.
• Quality Management - Demonstrates accuracy and thoroughness.

Desired Outcomes

• Ability to effectively work individually or in a team environment
• Competency in performing multiple functional tasks
• Excellent communication skills, both verbal and written

Job Types:
Full-time, Permanent (8 hours per day)
Other Benefits:
Company offer a complete group insurance plan, 401K, work-life balance, PTO, ongoing training & development programs, casual dress code, and many more.
** Only selected applications that meet the requirements of the role will be contacted **