The Senior Customer Support Coordinator will be responsible for maintaining good relations with our clients. This position will report directly to the Customer Support Supervisor.
Key Responsibilities include:
- Communicating efficiently with clients: providing quotations, processing orders, and responding to messages;
- Handling some sensitive issues, such as when a client needs a polite reminder to pay an overdue invoice;
- Helping our clients to use our online platform and encourage them to try out its many useful functions;
- Build and maintain strong relationships with stakeholders across diverse cultural backgrounds, ensuring their needs are identified and fully met;
- Support the Finance team in timely invoicing and payment collection, meeting Days Sales Outstanding (DSO) targets;
- Engage in day-to-day communication with key contacts from both internal and external clients, ensuring follow-up on activities and resolutions to open issues;
- Actively contribute in team meetings in different time zones, providing input to resolve challenges and enhance overall service quality; and
- Apply data analytics to evaluate service quality metrics, analyze performance trends, and make data-driven decisions to improve service delivery.
