Client Experience Associate - Technical Specialist

CSA TS Client Services

About the Role:

As a Client Services Associate (CSA) in the Technical Support department within the Customer Service category, you will serve as a key liaison between our company and our clients, providing exceptional support and assistance. Your primary responsibility will be to address client inquiries, troubleshoot technical issues, and ensure timely resolution of all support requests. You will play a vital role in maintaining client satisfaction and fostering positive relationships by delivering high-quality service and support.

Essential Job Responsibilities:

Daily tasks and responsibilities include, but are not limited to the following:

• Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction.
• Provide consistent quality experience in satisfying client demands.
• Continuously monitor email. Respond accordingly, as per business processes and operational guidelines, in a timely manner.
• Demonstrate strong attention to and focus on details and processes. Perform frequent quality checks during process.
• Handle time-sensitive, confidential materials in accordance with privacy protection policies.
• Establish operating procedures and quality standards.
• Adapt to process changes as required by the client.
• Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy.
• Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.
• Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.
• Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.
• Other site national support and special projects as needed.
• Participate in cross-training.

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled