The Opportunity 🚀
We are seeking a Senior Client Experience Associate to fortify our coverage for English and Spanish-speaking clients in the EMEA region and globally. In this role, you will provide high-touch support across our products and services through inbound inquiries (phone, email, and chat), focusing on root cause analysis and client education.
As a Senior member, you will act as a brand ambassador, collaborating with Relationship Managers and Payment Operations to resolve complex problems, optimize product usage, and mentor junior team members.
Key Responsibilities 🛠️
Inquiry Management: Address complex client questions via phone, chat, and email with speed, professionalism, and empathy.
Problem Solving: Solve complex payment problems utilizing software tools and collaborating closely with other departments.
Proactive Outreach: Carry out proactive client outreach to support booking completion or issue resolution.
Root Cause Analysis: Collect feedback to understand client trends, anticipate challenges, and suggest proactive solutions.
Continuous Learning: Stay updated on product features and policies to provide accurate, personalized solutions.
Mentorship: Take initiative in new projects and support in training or cross-training new team members.