Client Support Associate

2 days ago

Indore, Madhya Pradesh, India Imast Operations Full time ₹ 2,40,000 - ₹ 3,60,000 per year

Job Description Client Support Associate

Vacancies: 10

Location: Indore

Salary Range: 2.5 – 3.5 LPA

Department: Loyalty Program Management

Employment Type: Full-time, Work-from-Office

Reporting To: Project Manager / Group Program Manager

About the Role

We are seeking Client Support Associates to join our Loyalty Program Management team. This is a non-call center rolefocused on client engagement, program operations, and first-level (L1) client handling. The role involves managing client interactions as per project SOPs, addressing escalations, preparing reports, and supporting client presentations.

The ideal candidate will have strong communication skills, analytical ability, and a proactive approach to client servicing.

Key Responsibilities

  1. Client Interaction & Support

  2. Act as the first point of contact (L1) for assigned clients.

  3. Manage client escalations and provide timely resolutions in alignment with project SOPs.
  4. Coordinate with internal teams (IT, Rewards, Operations) to ensure smooth issue resolution.

  5. Maintain strong client relationships by delivering professional and responsive support.

  6. Reporting & Analysis

  7. Create, update, and maintain periodic reports for clients (daily, weekly, monthly as required).

  8. Analyze client program data and provide insights to enhance loyalty program performance.

  9. Prepare dashboards and trackers to monitor KPIs and client deliverables.

  10. Presentation & Documentation

  11. Prepare professional presentations for client meetings and reviews.

  12. Document all client communications, program changes, and escalations accurately.

  13. Assist the Program Manager in preparing MIS and client-ready decks.

  14. Program Operations Support

  15. Understand loyalty program workflows and execute tasks as per defined SOPs.

  16. Support reward redemptions, point allocations, and other client program-related processes.
  17. Ensure compliance with company policies, program guidelines, and client requirements.

Skills & Competencies

  • Strong verbal and written communication skills (English & Hindi).
  • Proficiency in MS Office Suite (Excel, PowerPoint, Word).
  • Ability to create reports, trackers, and presentations independently.
  • Problem-solving skills with the ability to handle escalations effectively.
  • Client-centric mindset with strong interpersonal skills.
  • Organized, detail-oriented, and able to manage multiple tasks simultaneously.

Eligibility & Requirements

  • Education: Graduate in any discipline (Management/Commerce/IT preferred).
  • Experience: 0–2 years of experience in client servicing, program management, or operations support. Freshers with excellent communication skills are also encouraged to apply.
  • Work Environment: 6 days working, work-from-office only.
  • Additional: Exposure to SaaS-based platforms, loyalty management, or CRM tools will be an added advantage.

Growth & Opportunities

  • Exposure to leading national and international brands' loyalty programs.
  • Opportunity to learn program management, client relationship management, and SaaS-based solutions.
  • Structured career progression path towards roles like Senior Associate, Program Executive, or Client Success Manager.

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