Client Servicing Executive

2 weeks ago

Nashik Mumbai, India Impact Hr Km Solutions Full time
Job Description

The Client Servicing Executive will be the primary point of contact for a portfolio of assigned clients, responsible for building strong relationships, understanding their needs, and ensuring their satisfaction with our [products/services]. You'll act as a liaison between clients and various internal teams (e.g., operations, sales, technical, marketing), ensuring seamless service delivery, effective communication, and timely resolution of inquiries and issues. The ideal candidate will be an excellent communicator, highly organized, empathetic, and dedicated to delivering a superior client experience.

Key Responsibilities:

- Client Relationship Management:
- Build and maintain strong, long-lasting relationships with assigned clients, acting as their trusted advisor and primary point of contact.
- Regularly communicate with clients via phone, email, and in-person meetings to understand their evolving needs, feedback, and challenges.
- Proactively identify opportunities to improve client satisfaction and loyalty.
- Conduct client onboarding processes, ensuring a smooth and positive start to their journey with us.
- Service Delivery & Coordination:
- Ensure timely and successful delivery of our [products/services] according to client needs and objectives.
- Act as a bridge between clients and internal departments (e.g., operations, technical, creative, finance) to coordinate tasks, resolve issues, and ensure project milestones are met.
- Monitor service performance and identify any potential roadblocks or areas for improvement in the client experience.
- Issue Resolution & Support:
- Address client inquiries, concerns, and complaints promptly, professionally, and effectively, escalating complex issues to the appropriate internal teams for resolution.
- Follow up with clients to ensure their issues have been fully resolved to their satisfaction.
- Maintain detailed records of client interactions, issues, and resolutions in the CRM system.
- Up-selling & Cross-selling:
- Identify potential opportunities for up-selling existing clients on additional [products/services] or cross-selling new offerings based on their evolving needs.
- Collaborate with the sales team to present and close these opportunities.
- Reporting & Feedback:
- Prepare regular client service reports, summarizing interactions, issues, and satisfaction levels.
- Gather client feedback on our [products/services] and service quality, relaying insights to relevant internal teams for continuous improvement.
- Conduct client satisfaction surveys and analyze results.
- Market Awareness:
- Stay informed about industry trends, competitor activities, and changes in the market that may affect clients.
- Understand our [products/services] thoroughly to effectively articulate their value to clients.

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