job description
Are you a seasoned professional with a passion for excellence in client relations? Engagis is seeking a Senior Client Support Coordinator to join our dynamic team in Cagayan de Oro. In this pivotal role, you will act as the primary bridge between our technical teams and our valued clients, ensuring that service delivery meets our high standards of quality and efficiency.
We are looking for an individual who thrives in a fast-paced environment and possesses the technical aptitude to navigate complex inquiries within the ICT sector. You will not only resolve client issues but also contribute to process improvements that drive long-term customer satisfaction. If you are a proactive problem-solver with a background in client support, we invite you to take the next step in your career with a company that values innovation and employee growth.
Responsibility
- Serve as the primary point of contact for high-value clients, providing professional and timely resolution to inquiries.
- Collaborate with cross-functional teams to resolve complex technical or account-related issues.
- Maintain comprehensive records of client interactions and support tickets in our CRM system.
- Monitor service performance metrics and provide reports to management to ensure SLA adherence.
- Develop and document standard operating procedures (SOPs) to streamline support workflows.
- Identify recurring client pain points and proactively recommend product or service enhancements.
- Provide mentorship and guidance to junior support staff to ensure consistent service delivery.
Qualifications
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Minimum of 3-5 years of experience in a client-facing support or account management role, preferably in the ICT industry.
- Demonstrated ability to troubleshoot complex technical issues and translate them into clear, non-technical communication.
- Exceptional verbal and written communication skills in English.
- Strong proficiency in CRM software and helpdesk ticketing tools.
- Proven ability to manage multiple priorities effectively under pressure.
- Excellent analytical skills with a focus on data-driven decision-making.