The Client Support Executive will be responsible for handling customer inquiries and requests related to rewards and loyalty programs, ensuring timely and accurate resolution of customer issues. The role requires effective management of support tickets, proper documentation of customer interactions, and maintaining high service quality and operational efficiency.
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Key responsibilities
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Handle customer inquiries received through email and ticketing platforms regarding rewards and loyalty programs.
- Assist customers in resolving issues related to ticket redemption, reward claims, and other program-related requests.
- Ensure accurate documentation, tracking, and logging of all customer requests and ticketing transactions.
- Utilize internal systems and ticketing platforms to manage customer requests and maintain up-to-date records.
- Update customer profiles to ensure all ticketing activities and interactions are accurately reflected.
- Prepare and share daily and weekly reports covering ticketing operations, request volumes, resolution status, and customer interactions.
- Maintain high standards of accuracy, professionalism, and service quality across all customer interactions.
- Handle escalated customer complaints related to ticket errors, processing delays, discrepancies, and other operational issues.
- Follow established operational procedures, service-level agreements (SLAs), and escalation guidelines to ensure timely resolution of customer requests.
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Coordinate with relevant internal departments to investigate and resolve complex customer cases when needed.
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Qualifications & requirements
- Bachelor's degree in any discipline.
- English proficiency level: B1 (Intermediate).
- Good verbal and written communication skills.
- Good computer literacy and ability to work with internal systems and ticketing platforms.
- Strong attention to detail and accuracy.
- Previous experience in customer support or call center operations is preferred.
- Ability to manage multiple requests and prioritize tasks effectively.
- Strong problem-solving skills and a customer-oriented mindset.
