Client Experience Support Specialist
3 weeks ago
We're seeking a skilled Client Experience Support Specialist to join our team at Accurate Background. As a key member of our Operations department, you will play a vital role in providing exceptional support to our clients.
Your primary responsibilities will include:
- Delivering exceptional customer service to clients through prompt and effective communication, ensuring their needs are met and exceeded.
- Collaborating with Operational teams to ensure service delivery expectations are met, identifying areas for improvement and implementing solutions.
- Processing tickets/queries in line with agreed Service Level Agreements, ensuring timely resolution and escalating complex issues as necessary.
- Maintaining compliance with company policies and procedures, including Data Protection, Information Security, Health & Safety, Dignity at Work, and IT Acceptable Use.
- Providing frontline administrative support to clients, including responding to queries via phone/email, providing screening updates, and re-opening screenings as required.
- Resolving minor client complaints and escalating serious/complex issues to the Operational Team Leader and/or CRM as appropriate.
- Documenting and escalating recurring/avoidable issues to the Operational Team Leader and/or CRM for resolution.
In return for your hard work and dedication, we offer a competitive salary of $65,000 - $85,000 per annum, depending on experience, as well as opportunities for professional growth and development.
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