Client Care Representative

Job Title:** Client Care Representative

Position Overview

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