Client Support Specialist

Job Overview

A Client Support Specialist is a key member of the customer service team, tasked with assisting clients by addressing their concerns, answering their questions, and resolving issues related to the company’s products or services. This role requires strong communication skills, problem-solving abilities, and a customer-first attitude.

Job Description

• Respond to client inquiries via phone, email, or other communication channels in a timely and professional manner
• Provide detailed information about the company's services, including usage, instructions, troubleshooting steps, and policy explanations
• Diagnose and resolve client issues, coordinating with other departments when necessary to ensure a prompt and effective resolution
• Document client interactions, issues, and resolutions in the company’s CRM or support ticketing system
• Follow up with clients to ensure their issues are resolved and they are satisfied with the service provided
• Identify recurring client issues and suggest improvements to processes, products, or services to reduce future incidents
• Contribute to the development and maintenance of a knowledge base for common client issues and solutions
• Provide regular reports on client support activities, including metrics such as response times, resolution times, and client satisfaction levels
• Collect and relay client feedback to relevant departments to help improve the company’s offerings and service quality
• Work closely with other members of the client support team, as well as other departments, to ensure a cohesive and efficient support experience
• Participate in training sessions and team meetings to stay updated on company products, services, and support processes

Job Specification

• Minimum Matric / O Levels or above
• Excellent Written and Verbal English communication
• Proficiency with MS Office (Particularly MS Excel and MS Word)
• Proven experience in any client-facing role is required