Client Care Representative
Skills
About This Role
**Job Title:** Client Care Representative
**Reports To:** Customer Support Manager / Client Services Lead
Position Overview
We are seeking a compassionate, solutions-oriented **Client Care Representative** to serve as the primary point of contact for our clients.
You will handle inquiries, troubleshoot issues, and ensure every interaction leaves the client feeling heard and helped.
This role blends reactive support with proactive relationship-building.
Client Support & Issue Resolution
- Respond to client inquiries via phone, email, chat, and social media within defined SLAs.
- Diagnose and resolve basic to moderate technical or process-related issues.
- Escalate complex issues to appropriate internal teams and follow up until resolution.
Account & Relationship Management
- Maintain accurate client records in CRM (e.g., Salesforce, HubSpot, Zendesk).
- Proactively check in with clients post-onboarding or after support interactions.
- Identify opportunities to improve client satisfaction and reduce churn.
Process Improvement
- Document recurring issues and suggest updates to FAQs, knowledge bases, or training materials.
- Collaborate with product, sales, and operations teams to share client feedback.
Performance Goals
- Meet or exceed KPIs: CSAT score (target ≥ 90%), first response time, resolution time, and case volume.
Required
- 1–2 years of experience in customer service, client support, or a related role.
- Excellent written and verbal communication skills.
- Strong problem-solving and de-escalation abilities.
- Proficiency with CRM software and helpdesk tools (e.g., Zendesk, Intercom, Freshdesk).
- High school diploma or equivalent.
Preferred
- Associate’s or Bachelor’s degree.
- Experience in [your industry, e.g., SaaS, healthcare, logistics].
- Bilingual (specify language, e.g., Spanish/Mandarin).
- Familiarity with live chat and ticketing systems.
Key Competencies
- Empathy & active listening
- Attention to detail
- Time management
- Adaptability to changing processes
- Team collaboration
- Pay: QAR80,000.00 - QAR115,000.00 per year
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