Client Care Manager

You will be the main point of contact for clients, providing first-rate service delivery to ensure a high level of customer satisfaction by addressing their inquiries and meeting their needs in a timely and professional manner. You will proactively engage clients to understand their evolving needs and work closely with the team members to provide appropriate solutions through a single point of contract to ensure consistency and strive to exceed the customer expectation. 

• Establish and nurture strong relationships with clients, serving as the primary point of contact for their inquiries, concerns and request through various communication channels such as email, phone messaging and live chat.
• Respond to clients’ inquiries and complaints in a timely and emphatic manner, striving for first-call resolutions whenever possible. Troubleshoot problems and escalate unresolved matters to higher levels of support when necessary.
• Uphold and adhere to client service objectives, client core value and service level standards to ensure high quality service delivery and long-term client relationship. 
• Stay updated on product and service structures. Proactively engage with clients to understand their challenges and provide the direct product or service recommendations to meet their business needs.  
• Stay abreast of industry trends, competitors’ activities to identify opportunities for growth and potential threat to client retention.
• Collaborate with internal departments to foster a cohesive and customer-centric approach to address clients’ issues and meet their expectations.
• Adhere to company policies and procedures and service level agreements while handling client interactions. Ensure compliance with regulatory requirements and maintain confidentiality of client’s information.  
• Monitor client feedback and satisfaction metrics, identify areas for improvement to drive continuous improvement of service delivery. 

• Diploma in Marketing/Business Management or related discipline
• Minimum 2 years of experience in customer service/ account management/ client success. Familiar with Accounting standards will be advantageous. 
• Ability to understand customer needs and business requirements 
• Excellent communication and interpersonal skills with the ability to build rapport and trust with clients at all levels
• Strong organisational, analytical and problem-solving skills
• Good command of written and spoken English 

• Results-driven with a focus on continuous improvement to optimise customer satisfaction