Job Requirement Own Transport2 years of experience in the debt counselling industryBilingual Job Duties1. Client Communication and Relationship ManagementServe 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 TeamsWork 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 ResolutionIdentify 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 ReportingTrack 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 SupportConduct 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 ImprovementSuggest 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-KeepingMaintain comprehensive records of client interactions, agreements, preferences, and communication history.Ensure documentation is updated and accessible to relevant team members for consistent service.