Client Service Coordinator

Job Summary:

Customer Service Coordinator is responsible for engaging with customers to address concerns, provide information about products or services, and ensure overall satisfaction. Key duties include responding to inquiries, resolving complaints, processing orders, and, when necessary, offering basic technical support or escalating more complex issues to the appropriate department.

Duties and Responsibilities:

1. Responding to Customer Inquiries: Providing timely and accurate responses to customer questions via chat or any messaging platforms.

2. Handling Complaints: Managing difficult situations or dissatisfied customers professionally and emphatically.

3. Documenting Interactions: logging chats and summarizing issues, resolutions and customer feedback in support system.

4. Maintaining Product Knowledge: Staying up to date on company offerings, system updates and common issues.

5. Following Communications Protocols: Adhering to company guidelines for tone, languages and etiquette during chats and responding to emails.

6. Escalating Complex Cases: referring to complex or unresolved issues to higher- level support or appropriate departments.

7. Meeting Performance Metrics: Achieving targets such as response time, resolution rate and customer satisfactions.

Job Specifications:

Education and Qualifications:

· Associate or Bachelor's degree in business courses or any related (preferred but not mandatory)

· At least 2 years experience in Customer Support or related field

Skills and Competencies:

· Excellent in written communication Skills

· Strong typing skills (40+wpm preferred)

· Good problem-solving and critical thinking abilities

· Ability to multitask and handle multiple chats simultaneously

· High attention to details and accuracy

· Empathetic, patient and customer-focused

· Team player with positive attitude

Technical Skills Requirement:

· Basic computer and internet troubleshooting skills

· Proficiency in using chat platforms and emails

Work Conditions:

· May require evening, weekends or holiday shifts

· Remote or office-based depending on companies need