Customer Service Executive / Client Support Associate

Role Overview

We are looking for a compassionate, solution-driven Customer Service Executive or Client Service Associate who can provide outstanding service across various communication channels. This position serves as the primary contact for clients, working collaboratively with teams including Customer Support Leads, Operations, Product Support, and Account Managers to ensure superior customer satisfaction and loyalty.

Key Responsibilities

• Handle inbound customer queries received via email, live chat, phone calls, and ticketing platforms.
• Identify and resolve service-related problems efficiently, providing clear guidance to customers during issue resolution.
• Manage escalation cases and monitor resolution timelines through CRM systems.
• Update and maintain self-service knowledge base articles to enhance customer support resources.
• Gather and communicate customer feedback to internal product and operations teams to drive improvements.

Required Qualifications and Skills

• Educational background of a Bachelor's degree or Diploma in Business Administration, Communications, Marketing, Hospitality, or similar disciplines.
• Relevant experience or proven aptitude in customer-oriented roles such as client support, service administration, or call centers.
• Capability in managing customer interactions through multiple channels including social media messaging.
• Familiarity with modern help desk and CRM software like Zendesk, Salesforce Service Cloud, HubSpot, Freshdesk, or Zoho Desk.
• Proficient in diagnosing issues, applying standard solutions, and appropriately escalating complex technical or billing problems.
• Strong written and oral communication to create clear and professional customer messages aligned with brand guidelines.
• Intermediate skills in Microsoft Excel or Google Sheets for data logging and reporting on ticket trends and feedback.
• Effective prioritization to handle substantial ticket volumes, meet SLA targets such as First Response Time and CSAT scores.
• Ability to collaborate across departments such as Logistics, Finance, and Technical teams to resolve customer concerns.
• Professional traits including emotional intelligence, patience, resilience in challenging interactions, and a commitment to customer success.