/*! elementor - v3.11.3 - 07-03-2023 */ .elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color: #818a91;color: #fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color: #818a91;border: 3px solid;background-color: transparent}.elementor-widget-text-editor: not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top: 8px}.elementor-widget-text-editor: not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width: 1em;height: 1em}.elementor-widget-text-editor .elementor-drop-cap{float: left;text-align: center;line-height: 1;font-size: 50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display: inline-block}
Job Location: Chennai, Bangalore (India)
Overview
247Digitize is currently seeking a Client Support Executive to join our Team. You’ll play an integral role in an exciting and fast-paced environment where the sky is truly the limit.
You should be a self-aware, self-starting individual. The right person for this job will pride themselves on taking responsibility for their role. You should be an individual who is passionate about your work and strives for continuous improvement. This role carries with it the possibility of providing good client relations, communication, support, coordination and facilitating. You should be a collaborative team member who is passionate about sharing the things you’ve learned as well as learning from others on the team.
Responsibilities
Focuses on on-time deliveries
Track the project status by frequently interacting with the Vendor Department
Deliver the final products to the clients
Should be a forward thinker to cope with the ever changing needs of the customers
Responsible for analyzing and fixing the TAT for the projects in hand, informing clients upfront incase of any unforeseen delays in project deliveries
Wisely handles client communication when a feedback / update / TAT revision request is place by the client
Analyze the trend of client expectations and implement timely state of the art solutions to satisfy clients at all times
Interact with the sales team when required
Cross verifies the number or projects / batches received are updated properly in the project management software
Honoring the requests of the customer at all times and at the same time explain the situation in a easily understandable and pleasing manner if we cannot handle the customers request immediately or if we do not have experience in that particular domain
Get the queries, decision logs & samples replied / confirmed by the client
Should ensure the uploads, downloads, shipments are happening properly
Be able to contact the customer over the phone directly or via the sales team as the situation demands
Should be strong in basic, intermediate and advanced litigation coding skills
Generates Billing Summary & Calculation sheets by collaborating responsible departments
Any other responsibilities as may be assigned from time to time
Skills and Expertise
General Skills:
Ability to communicate well with peers & customers (Excellent communication skills both written and verbal)
Basic / intermediate / advanced analytical and problem solving skills (based on the levels) combined with the ability to analyze the problems from a third eye perspective
Ability to think like a customer (see not their own, but the user’s perspective)
Brave in doing the right thing the right way, as opposed to just sticking to the right way, following orders, or following processes at all costs
Ability to quickly identify challenges and bubble them up all the way to the top management (if and when necessary) and provides solutions as opposed to problems
Able to effectively negotiate on timelines, priorities and needs, with the customer
Flexibility to adjust hours / shifts to meet operating needs
Holds self to highest levels of professional code of conduct, ethics and values, presenting true information at all times
Basic / intermediate / Advanced client support skills
Understands the clients mindset and Identifying their requirements
Share his/her experience and guides juniors to increase their competencies Zeal to learn and acquire skills
Client Support Skills:
Basic / intermediate / advanced knowledge (based on the levels) on all / some litigation support services processes, procedures, tools and applications
Wide angle focus on whatever task is done
Responding to client emails as per our committed SLA (less than 30 minutes)
Basic / intermediate / advanced knowledge on using computers
Able to review and understand project specifications (like Manuals, Special Instructions, Cheat Sheets, Statement of Work etc)
Sticking to the processes and the protocols defined where possible and escalating / providing solutions for new scenarios (example: new benchmarks, new process, new software, new technology, another scope projects etc) then and there
Timely approach towards the work that is assigned
Should be able to prepare and provide reports as directed by the manager
Maintains customer feedback, TAT extension, customer appreciation reports which helps in understanding the needs of the customer and upgrade our skills
Basic / intermediate / advanced multi tasking skills
Preferred
1 – 3 Years of experience as a Client Support Executive and/or
Advanced “Customer Support Oriented” skills
Monitor the work done by CSE 1 and CSE 2, mentors them reach the next level, and is accountable for their deliverables
Maintains daily project delivery reports & generates weekly / monthly reports and sends it to next level person
Should take role specific decision without getting the guidance of next level person
Generates Billing Summary & Calculation sheets by collaborating responsible departments and submits it to next level person
Advanced technical skills (using / creating Excel macro, Epsilon Macros, Using Concordance, Summation, Law)
Prepares Daily Status Log reports and fix the TAT with minimal help of next level person
Should be able to handle customer queries independently except in case of an agitated customer
