Client service officer (director)

We're building a global financial Super-App and are looking for skilled and experienced leader to provide our users with the best client service and technical support. Our services must be user-friendly, automated, scalable and with the expected SLA. If you're up for a task - come join us!

Responsibilities:

First client service line:

• Provide client support services in accurate and timely fashion.
• Maintain high level of professionalism and competence in every client interaction.
• Build positive and productive relationships with clients.
• Make frequent client calls and visits to strengthen client relationships.
• Analyze and resolve service issues promptly.
• Inform management about complex client issues and resolutions.
• Maintain client focused working environment for team.
• Work in compliance with company policies and procedures.
• Identify and develop new business opportunities with client contacts.
• Utilize effective problem solving and time management skills in client service operations.
• Assist in risk assessment and mitigation activities.
• Develop process improvements to enhance service efficiency and effectiveness.
• Provide assistance to less experienced staffs when needed.
• Attend educational trainings and workshops for professional growth.
• Provide support in new product development and enhancement activities.
• Maintain client records and documenting processes.
• Recommend changes to products or services to fulfil customer needs
• Offer 24/7 client service.

Second client support line:

• Design standard operating procedures (instructions) for routing processes.
• Provide clients with technical assistance on products and services.
• Resolve client issues escalated from the first line
• Design and implement improved operational polices.
• Offer 24/7 client service.

Remote virtual office technical support:

• Manage technical service-related operations in organisation
• Monitor and replenish technical and software inventory
• Give technical support to employees on hardware and software, if they are using it at home.

Who you are:

• Spoken English
• 5+ years of experience in client services management, technical support management or a similar role.
• Proficiency in CRM software and ticket management software
• Exceptional ability in providing professional, efficient, and friendly client services
• Ability to coordinate with other departments on client-related matters
• Advanced ability to provide technical assistance, resolve issues, and recommend improvements
• Ability to keep updated on new developments in the field of client services
• Excellent interpersonal and recordkeeping skills
• Certification in customer relations, customer services, technical support or similar would be advantageous

• We give company shares based on first 6 months performance 
• We're helping with relocation to another country: pay for rent, tickets for you, spouse and children, help with documents, etc.
• We incorporated office in Georgia, Tbilisi. And a big amount of our developers is working from this place.
• Also there are a lot of team-building activities, young collective and of course: the best coffee and free cookies :)