Client Support Specialis
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Key skills for this role
About the Role
AMF 34 seeks a part-time, remote Client Support Specialist to provide high-quality support to member municipalities. The role involves handling inquiries via phone, email, and online platforms, resolving issues, and maintaining member relationships.
Key Skills for This Role
Responsibilities
- Handle incoming inquiries via phone, email, and online platforms.
- Resolve issues related to member services and guide users through processes and resources.
- Document requests, track follow up actions, and ensure timely, accurate responses.
- Update support materials and collaborate with internal teams to escalate complex cases.
- Proactively identify recurring issues to improve the overall member experience.
- Maintain confidentiality and adhere to organizational policies.
- Contribute to the continuous improvement of support tools and procedures.
Requirements
- Strong interpersonal skills and ability to build trusting relationships with diverse stakeholders.
- Excellent communication skills, both written and verbal.
- Demonstrated focus on customer satisfaction, including timely follow up and issue resolution.
- Experience in customer service and customer experience, ideally in a public sector or association context.
- Ability to work independently in a remote environment, manage priorities, and meet deadlines.
- Comfort with digital tools (email, CRM or ticketing systems, office productivity software) and online communication platforms.
- Attention to detail, accurate record keeping, and strong organizational skills.
- Professional proficiency in French.
- Previous experience in member support, administrative assistance, or community facing roles is preferred.
Full Job Posting
Role Description
- The Client Support Specialist provides responsive, high quality support to member municipalities and intercommunal entities.
- This part time, remote role involves handling incoming inquiries via phone, email, and online platforms.
- The specialist documents requests, tracks follow up actions, and ensures timely, accurate responses to maintain strong member relationships.
Daily Tasks
- Handle incoming inquiries via phone, email, and online platforms.
- Resolve issues related to member services and guide users through processes and resources.
- Document requests, track follow up actions, and ensure timely, accurate responses.
- Update support materials and collaborate with internal teams to escalate complex cases.
- Proactively identify recurring issues to improve the overall member experience.
- Maintain confidentiality and adhere to organizational policies.
- Contribute to the continuous improvement of support tools and procedures.
Qualifications
- Strong interpersonal skills and ability to build trusting relationships with diverse stakeholders.
- Excellent communication skills, both written and verbal, with clear and respectful interaction.
- Demonstrated focus on customer satisfaction, including timely follow up and issue resolution.
- Experience in customer service and customer experience, ideally in a public sector or association context.
- Ability to work independently in a remote environment, manage priorities, and meet deadlines.
- Comfort with digital tools (email, CRM or ticketing systems, office productivity software) and online communication platforms.
- Attention to detail, accurate record keeping, and strong organizational skills.
- Professional proficiency in French; additional language skills are an asset.
- Previous experience in member support, administrative assistance, or community facing roles is preferred.
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