Account Management and CRM
Responsabilități:
Responding to Inquiries: Provide prompt and courteous responses to customer inquiries, including questions about products, services, account information, and technical issues.
Troubleshooting: Diagnose and troubleshoot technical issues reported by customers, offering solutions or escalating to higher-level support as necessary.
Account Assistance: Assist customers with account-related tasks, such as account setup, password resets, profile updates, and transaction inquiries.
Product Knowledge: Develop a deep understanding of the company's products, services, features, and functionalities to effectively assist customers and address their needs.
Documentation: Maintain accurate and detailed records of customer interactions, including inquiries, issues, resolutions, and follow-up actions, in the company's customer support system.
Escalation Management: Escalate unresolved issues or complex cases to senior support staff or management for further investigation and resolution.
Customer Education: Educate customers on how to use the company's products and services effectively, providing tips, tutorials, and guidance as needed.
Feedback Collection: Gather feedback from customers regarding their experiences with the company's products, services, and support processes, and communicate findings to relevant departments for improvement.
Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies in customer support, and actively participate in training and development opportunities to enhance skills and knowledge.
Customer Satisfaction: Strive to achieve high levels of customer satisfaction by delivering exceptional service, resolving issues promptly, and maintaining professionalism and empathy in all interactions.
Client Relationship Management: Build and maintain strong relationships with assigned clients, serving as the primary point of contact and trusted advisor for their financial needs and inquiries.
Onboarding: Guide clients through the onboarding process, including account setup, documentation submission, and verification procedures, ensuring a smooth and seamless transition to the company's services.
Account Management: Proactively monitor client accounts, track account activity, and identify opportunities for upselling or cross-selling additional products or services to meet their evolving needs.
Compliance: Ensure client accounts comply with regulatory requirements, industry standards, and internal policies and procedures, and address any compliance issues or concerns in a timely manner.
Communication: Maintain regular communication with clients through various channels, including phone calls, emails, and meetings, to provide updates on account performance, address inquiries, and nurture client relationships.
Problem-solving: Resolve client issues, concerns, or complaints in a timely and professional manner, escalating complex issues to senior management or relevant departments as needed.