Client Services Specialist

Our US Partner specializes in custom product design and branding. They offer services for creating personalized items, such as branded merchandise and promotional products, utilizing techniques like screen printing, embroidery, and digital printing. Their focus is on helping businesses enhance their brand identity through custom-designed products.

As the Client Services Specialist, you will play a pivotal role in ensuring our clients receive top-notch support and guidance. We're seeking an individual who is passionate about delivering exceptional service and making a positive impact on customer experiences.

This is a full-time role, on a US shift and on a WFH set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Client Service Ticket Management: Efficiently manage client service tickets to prioritize tasks and resolve issues in a timely manner
• Technical Support: Assist customers with technical issues related to the gifting platform, from account access to website navigation, ensuring seamless user experience
• Feedback communication: Share valuable insights and feedback gathered from customer interactions with relevant departments.
• Problem Resolution: Identify and resolve customer issues or escalations effectively, ensuring their satisfaction and retention
• Portal and Campaign Management: Facilitate portal setup and campaign implementation to support clients in achieving their objectives effectively
• Knowledge Base Enhancement: Update/add new features to the knowledge base to further empower clients and internal teams
• Record Maintenance: Thoroughly document customer interactions, inquiries, feedback, and resolutions to maintain accurate records and facilitate informed decision-making

QUALIFICATIONS:

• At least 5 years of relevant experience as a Client Services Specialist in the e-commerce industry
• Expertise in navigating various e-commerce platforms (e.g., Shopify or similar)
• Experience in project management, including the use of relevant tools (e.g., Monday.Com or similar)
• Proficient in CRM platforms such as Frontapp, Salesforce, Zendesk, or similar
• Advanced skills in Google Suite applications, including Sheets, Docs, and Slides
• Strong background in providing excellent customer service and technical support
• Able to collaborate with diverse teams, including executives, to achieve common goals
• Ability to use critical thinking to analyze situations effectively and provide strategic insights