Senior Customer Services

Senior Executive – Employee Services are the experienced front line of a company’s customer interaction, ensuring a positive experience for clients and resolving their inquiries and issues. In addition, also supporting your junior colleague in their day to day challenges using your experience. This role can involve various tasks depending on the industry, but here’s a general outline of the responsibilities:

Responsibilities:

• Serve as the main point of contact for assigned clients, managing all communication and inquiries.
• Develop a deep understanding of each client’s contract with the company, scope of services, business needs, objectives, and challenges.
• Proactively identify opportunities to exceed client expectations and recommend solutions that drive value.
• Ensure adherence to agreed service levels.
• Build strong relationships with key client stakeholders at all levels.
• Collaborate effectively with internal teams (sales, accounts, formations, operations) to ensure seamless client experience.
• Preparation & distribution of reports as agreed & scheduled with the client.
• Develop and maintain accurate client records and account information.
• Deliver exceptional customer service via phone, email, and other designated channels.
• Actively listen to customer inquiries and complaints to understand their needs.
• Effectively troubleshoot and resolve a wide range of customer issues.
• Escalate complex issues & complaints immediately to the manager for issue resolution.
• Maintain a deep understanding of our products, processes & systems to provide accurate information.
• Maintain a positive and professional work environment, fostering teamwork and collaboration within the customer service team.
• Ensure adherence to company policies and procedures.
• Stay up-to-date on industry best practices and trends in customer service.
• Compared to the Executive – Employee Services team members the expectation based on experience in the role will be to handle a VIP or complex client portfolio.
• Support the Executive – Employee Services team members with their inquiries where possible, process/product/system inquiries where possible & managing difficult client scenarios.