Deskripsi Pekerjaan
SMA Support Services is seeking a dedicated and experienced Senior Client Support Specialist to join our dynamic team in Quezon City, Metro Manila. This is an exciting opportunity for professionals who are passionate about delivering exceptional customer experiences and making a meaningful impact.
As a Senior Client Support Specialist, you will serve as the primary point of contact for our valued clients, handling complex inquiries and providing solutions that exceed their expectations. You will leverage your expertise to guide and mentor junior team members while maintaining the highest standards of service quality.
In this role, you will process client requests, update records accurately, and ensure all interactions are documented properly. You will collaborate with cross-functional teams to resolve escalated issues and identify opportunities to improve our support processes. Your strong communication skills and problem-solving abilities will be key to building lasting relationships with our clients.
We offer a supportive work environment, competitive compensation, and opportunities for professional growth. If you thrive in fast-paced settings and enjoy helping others succeed, we would love to hear from you.
Tanggung Jawab
- Manage and resolve complex customer inquiries and complaints in a timely manner
- Lead, coach, and mentor junior support team members to achieve performance goals
- Maintain high customer satisfaction scores through proactive communication and follow-up
- Process client transactions, account updates, and documentation accurately
- Document all customer interactions and resolutions in the CRM system
- Identify process improvements and recommend solutions to enhance service delivery
- Collaborate with cross-functional departments to resolve escalated issues
Kualifikasi
- Bachelor's degree in Business, Communications, or a related field (or equivalent experience)
- Minimum of 3 years in customer service or client support roles
- Strong verbal and written communication skills in English
- Experience with CRM platforms and Microsoft Office Suite
- Excellent problem-solving abilities and conflict resolution skills
- Prior team leadership or supervisory experience is an advantage
- Willingness to work on-site in Quezon City, Metro Manila