Client Liaison Representative

SUMMARY:
Our client is seeking a Client Liaison Representative to join their company,

POSITION INFO:
Job Requirement 
Own Transport
2 years of experience in the debt counselling industry
Bilingual 

Job Duties

1. Client Communication and Relationship Management

• Serve as the primary contact for client inquiries, resolving issues, and providing updates.
• Maintain and strengthen client relationships through regular check-ins and feedback collection.
• Manage client expectations by communicating project timelines, deliverables, and potential delays.

2. Coordination with Internal Teams

• Work closely with internal departments (sales, marketing, product, etc.) to relay client needs and requests.
• Coordinate project tasks and timelines with the appropriate teams to ensure on-time delivery.
• Facilitate meetings between clients and relevant team members when specialized expertise is needed.

3. Issue Resolution

• Identify and address client issues promptly, escalating complex problems when necessary.
• Provide solutions and alternatives to clients facing challenges, maintaining a focus on customer satisfaction.
• Track and document issues, follow up with clients, and ensure timely resolution.

4. Data and Reporting

• Track and analyze client data to identify trends, needs, and opportunities for service improvement.
• Prepare regular reports on client interactions, satisfaction levels, and service outcomes.
• Monitor client performance metrics and provide feedback to both clients and internal teams.

5. Client Training and Support

• Conduct onboarding and training sessions for new clients to ensure they understand and can utilize products or services.
• Provide ongoing support and answer questions about products or services, helping clients maximize their usage.
• Create and distribute helpful resources, such as user guides or FAQs, tailored to client needs.

6. Process Improvement

• Suggest improvements in processes to enhance client satisfaction and streamline workflows.
• Work with teams to refine procedures based on client feedback and industry best practices.
• Participate in strategy meetings to share client insights and propose new initiatives for enhanced service delivery.

7. Documentation and Record-Keeping

• Maintain comprehensive records of client interactions, agreements, preferences, and communication history.
• Ensure documentation is updated and accessible to relevant team members for consistent service.