Role Overview:
The Customer Support Liaison is a key member of the Client Experience Team, responsible for delivering exceptional service to clients by efficiently managing their requirements and resolving issues.
This role requires close collaboration with clients, internal teams, and stakeholders, focusing on achieving a high First Time Resolution (FTR) rate and improving the overall client experience.
You will act as a driving force for developing improved processes and initiatives within the company to deliver on client operations targets.
Key Responsibilities:
* Actively support the implementation of a client-centric strategy to drive excellence in service delivery.
* Ensure service levels are consistently met by adhering to key performance indicators (KPIs), focusing on client satisfaction and retention.
* Manage and track client activities and interactions through specific systems.