Client Communication and Support
• Respond promptly and professionally to client registrations, inquiries, and service-related issues received via the website, email, phone, and WhatsApp.
• Provide clear and concise answers to client questions regarding services, ensuring a positive customer experience.
• Proactively inform clients about registration details, including training schedules, hotel reservations, taxi arrangements, and other relevant logistical information.
• Handle customer complaints with patience and professionalism, ensuring resolution and maintaining client satisfaction.
• Escalate complex inquiries and requests to the appropriate department or individual in a timely manner to ensure efficient resolution.
• Assist clients with post-training assessments and certifications, ensuring compliance and smooth processing.
Customer Account Management
• Maintain and update customer accounts by managing CRM databases, ensuring accurate documentation of all inquiries, requests, resolutions, and follow-up tasks.
• Proactively follow up on customer payments, coordinating with the accounting department to ensure timely updates to financial records.
• Facilitate onboarding for corporate clients, providing guidance and support to ensure a seamless experience.
• Provide technical support for online training sessions, troubleshooting issues, and assisting participants during in-person classroom training sessions to ensure smooth delivery.
• Generate and analyse reports from the ERP system to monitor customer activity, financial transactions, and service delivery performance, providing actionable insights to management.
• Monitor and report on client satisfaction metrics regularly, identifying areas for improvement and ensuring high-quality service delivery.