Client Engagement Associate

Position Purpose: The Client Engagement Associate works closely with our internal and external customer base. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. This position interacts internally with Client Services, Operational Excellence, IT and Finance departments.

Job Duties & Accountabilities

• Build and maintain strong customer relationships via phone, email and chat by responding to customer needs with speed, accuracy and professionalism
• Process orders and returns, respond to customer inquiries, provide product information, and address all other customer requests as received
• Resolve incorrect orders and handle complaints and discrepancies from external and internal clients by providing appropriate solutions and alternatives
• Be proficient with SLWM internal systems and processes
• Calmy attempts to re-solve and de-escalate customer issues
• Maintain and build a positive working relationship within a cross functional, collaborate team environment
• Demonstrate and promote high standards for quality and productivity
• Client focused approached with strong communication, problem solving and organizational skills
• Ensure quality of customer’s experience based on respect, thoroughness, promptness, and accuracy