Client Care Center Representative

Client Care Representative

We are seeking a dedicated and customer-focused Client Care Representative to join our team. The successful candidate will serve as the primary point of contact for clients, ensuring exceptional service, timely communication, and effective resolution of inquiries and concerns. This role requires excellent interpersonal skills, attention to detail, and a commitment to building positive client relationships.

• Manage customer service cases from initial enquiry through to resolution, ensuring accurate records are maintained and service levels are met.
• Handle incoming customer calls and emails, booking service appointments for clients
• Process and manage parts orders, ensuring timely and accurate order entry and fulfilment.
• Respond to customer and internal enquiries regarding parts availability, stock levels, and expected delivery dates (ETA).
• Produce and distribute regular back-order reports, proactively communicating delays and updates to customers and relevant departments.
• Provide excellent customer service by keeping customers informed of order status, service appointments, and case progress.
• Work closely with Service, Operations, and Supply Chain teams to resolve customer issues efficiently and professionally.
• Support continuous improvement initiatives by identifying recurring issues and recommending process improvements.

Client Care Manager
- Reporting Line(s)

Client Care Team Lead
- Reporting

Customer Data
- Partnering

Procurement
- Partnering

Supply Chain
- Partnering

Shared Services
- Partnering

Technical Assistance Centre (TAC) - Partnering

Service Managers
- Partnering

Minimum:

• High School Diploma or GED with 2 years of experience
• Being able to motivate, collaborate, and share updates with the team
• Using critical thinking skills to identify problems and develop solutions
• The ability to use your initiative
• Using appropriate language when communicating
• Good written and verbal communication skills
• Ability to work under demanding and restricted timelines
• Microsoft Office Experience
• Proficient in Microsoft Excel

Preferred:

• Demonstrable clients experience enhancement
• D365 Experience