Client Support Executive

7 months ago

Chennai Tamil Nadu, India OGAI Technologies Private Limited Full time

**Responsibilities**
- Focus on ensuring on-time delivery of projects to clients, monitoring timelines and milestones closely to meet deadlines.
- Track project status by frequently interacting with the production/vendor department, ensuring smooth coordination and timely execution of tasks.
- Deliver final products to clients, ensuring accuracy and adherence to quality standards.
- Anticipate and adapt to the ever-changing needs of customers by being proactive and innovative in implementing solutions.
- Analyze and fix Turnaround Time (TAT) for projects, informing clients promptly about any unforeseen delays, and managing their expectations effectively.
- Handle client communication professionally and efficiently, addressing feedback, update requests, and TAT revisions promptly and accurately.
- Analyze trends in client expectations and implement state-of-the-art solutions to ensure client satisfaction at all times.
- Interact with the sales team as needed to address client requirements and provide support for client communication.
- Cross-verify the proper updating of project details, including the number of projects/batches, in the project management software.
- Honor customer requests promptly and professionally, providing clear and pleasing explanations when unable to fulfill requests immediately or lacking expertise in a specific domain.
- Ensure queries, decision logs, and samples are replied to and confirmed by clients in a timely manner.
- Ensure proper handling of uploads, downloads, and shipments to meet client requirements.
- Contact customers directly over the phone, or through the sales team, as necessary to address inquiries or provide updates.
- Possess strong skills in basic, intermediate, and advanced litigation coding to support project requirements effectively.
- Generate billing summaries and calculation sheets in collaboration with responsible departments.
- Perform any other duties as assigned from time to time to support the overall operations and objectives of the organization.

**Skills and Expertise**:
**General Skills**:

- Excellent written and verbal communication skills to effectively interact with peers and customers.
- Proficiency in analytical and problem-solving skills, with the ability to analyze issues from different perspectives and provide innovative solutions.
- Ability to think from the customer's perspective, understanding their needs and preferences.
- Commitment to integrity and ethical conduct, consistently presenting accurate information, and adhering to professional standards.
- Proactive in identifying challenges and proposing solutions, with the courage to escalate issues to top management when necessary.
- Ability to negotiate effectively with customers on timelines, priorities, and needs.
- Flexibility to adjust hours or shifts as required to meet operational needs.
- Commitment to continuous learning and skill acquisition, sharing knowledge, and guiding juniors to enhance competencies.

**Client Support Skills**:

- Strong focus on tasks with attention to detail, ensuring accuracy and adherence to project specifications.
- Basic, intermediate, or advanced knowledge of computer usage.
- Adherence to defined processes and protocols, while also identifying and providing solutions for new
- Ability to prepare and provide reports as directed by the manager, presenting data and insights effectively.
- Maintenance of customer feedback, Turnaround Time (TAT) extensions, and customer appreciation reports to understand customer needs and improve service quality.
- Basic, intermediate, or advanced multi-tasking skills are needed to handle multiple responsibilities efficiently.

**Preferred**:

- Bachelor's degree in Business Administration, Computer Science, or related field.
- 2-4 years of experience as a Client Support Executive or similar role.
- Advanced customer support-oriented skills.
- Proficiency in using and creating Excel macros, Epsilon Macros, Concordance, Summation, and Law software.
- Excellent communication skills, both verbal and written.
- Strong analytical and problem-solving abilities.
- Ability to mentor and coach junior team members.
- High level of accountability and the ability to make decisions independently.
- Proficiency in generating billing summaries, calculation sheets, and project reports.

**Job Types**: Full-time, Permanent

Pay: ₹25,000.00 - ₹60,000.00 per month

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9884461033

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