Customer Service Associate

CSA TS Client Services

About the Role:

As a Client Experience Associate (CEA) 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:

*Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries via phone, email, or online chat.

*Provide expert technical assistance and troubleshooting guidance to clients experiencing issues with our products or services, diagnosing problems and guiding them through resolution steps.

*Batches documents

*Keys data from source documents in a timely and efficient manner

*Performs acceptable volume of work in timely, efficient, and accurate manner and in order of scheduled priorities to meet or exceed client expectations of processing schedule

*Prepare printed documents

*Produce, format and edit .pdf files, letters, reports and other documents in Adobe, Microsoft, and other firm applications

*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.

*Assist clients with product setup, configuration, and customization, offering guidance and best practices to optimize their use of our offerings.

*Educate clients on product features, functionalities, and updates, ensuring they have the knowledge and resources needed to leverage our solutions effectively.

*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.

*Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends, continuously enhancing your expertise and capabilities.

*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.

*Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high visibility office environment.

*Receive calls and e-mails regarding service and supply requests for copiers, printers, intelligent lockers, and mailing products.

*Create inventory, service, and supply orders and returns.

*Document information in all logs and reports with keen attention to detail.

*Follow up and escalate service and supply requests with third party vendors on an ongoing basis.

*Daily interaction with Customers, Service Technicians, Managers, and vendors.

*Facilitate any shared e-mails

*Perform other tasks as assigned and participate in cross-training

*Adhere to all safety procedures

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