Client Services Assistant

Client Services Assistant

Overview

The Client Services Assistant is the first point of contact for clients needing assistance with businesses' products and services. The Client Services Assistant supports the management of client inquiries by phone, email, online, or in person, maintains client records, and addresses client complaints. This includes providing clients with general assistant and information related to the SCHBSM’s portfolio of programmes, courses and consultancy services on offer.

Also, the Client Services Assistant’s duties include fostering positive client relations, managing inquiries, and promptly directing customer complaints to relevant departments and also includes obtaining post-sales client feedback.

Essential Duties and Responsibilities

• Managing client inquiries via phone, email, online, or in person.

• Directing client complaints or complex queries to relevant departments in a timely manner.

• Providing clients with technical assistance on products and services.

• Expediting serious issues to management toward prompt resolution.

• Building positive client relations by checking in regularly and following up on active processes.

• Participates on event-related committees. Provides event guidance to student groups, department staff & faculty, external partners, and related parties on the planning and execution of events.

• Helps with the design and production of reports and production materials (name tags, seating tags, place cards, tent cards etc.).

• Responds to questions from staff, faculty, vendors and guests.

• Provides efficient and accurate customer service to internal staff members and external clients, such as the Executive Director’s Office, faculty, donors and/or alumni, and the University, and the public.

• Provides assistance to clients in person, on email, or telephonically.

• Scheduling meetings or telephone conferences between clients and management.

• Assists with booking meeting rooms or venues.

• Helps with the production of client-facing marketing materials.

• Maintaining client records and documenting processes.

• Identifying potential client services concerns and facilitating proactive intervention steps.

• Keeping track of new products on offer, as well as emerging trends in client services.

• Recommending product improvements based on client services feedback.

• To act in accordance with and promote the School’s policies, procedures and requirements at all times.

• To undertake any other duties as may be required from time to time commensurate with the level of responsibility of the role.

Knowledge, Skills, Abilities and Other Characteristics

• Strong attention to detail.

• Ability to multitask.

• Exceptional ability in providing professional, efficient, and friendly client services.

• Ability to coordinate with other departments on client-related matters.

• Advanced ability to provide technical assistance, resolve issues, and recommend improvements.

• Willingness and the ability to travel to client locations, when required.

• Ability to keep updated on new developments in the field of client services.

• Excellent interpersonal and recordkeeping skills. Must be able to work independently.

• Must have ability to handle confidential materials with discretion.

Experience

• At least 2 years of experience in customer services, customer relations, or related transferable experience.

Qualifications

• An Associate degree in communication, administration, or a related discipline.