Client Support Specialist

Expand Technology (Holding) Ltd is specialised in Business process outsourcing who provide positive customer experiences ! We identify customer needs and help customers use specific features. If you like to deliver exceptional customer service, we would love to meet you!

• Under the responsibility of the Team Lead of Specialist Team
• Be proactive in the customer relationship, to organize review calls with customer relationship
• Accountable for ensuring quality deliverables (SGAP,  RMC  and other platforms data)are sent to new and existing customers.
• Ensure proper and timely information is sent to internal and external stakeholders (For example, system upgrade, system downtime, deployment of new systems, etc.).
• Be the resource to liaise with the technical team for all technical requests within the team and ensure quality implementation.
• Ensure that there is a common approach and process to drive the work across the team.
• Applying service recovery techniques to maximize customer satisfaction.
• Facilitate working together across the silos instead of separately within them.
• Participate in meetings with customers using electronic tools
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to maintain quality of service
• Perform customer verifications before delivery of products
• Keep up to date records of customer details
• Communicate and coordinate with internal departments
• Provide feedback on the efficiency of the customer service process
• Use of existing tools to monitor progression of customers