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Client Relations Expert

2 months ago

Washington, Washington, D.C., United States MangoApps Full time

The Customer Experience Coordinator is essential in maintaining high levels of customer satisfaction and loyalty. We are looking for a passionate and proactive individual to serve as the main contact for our small and medium business clients, delivering expert support and efficiently addressing their inquiries. This position is vital for ensuring that new clients enjoy a smooth onboarding process and receive prompt assistance with their concerns.

The ideal candidate will possess a strong desire to assist others, excellent communication skills, and the capability to troubleshoot and resolve issues effectively.

Key Responsibilities

  • Guide new clients through the registration process for MangoApps products, answering inquiries about pricing and facilitating their initial experience with the software.
  • Address customer questions about product usage and features, providing clear and precise information to resolve their concerns. Utilize various communication channels, including phone, chat, email, and video conferencing, to assist clients.
  • Assist clients with registration and access challenges, troubleshooting and resolving issues related to account setup and login.
  • Handle customer inquiries regarding billing and payment issues, ensuring accurate and timely resolutions.
  • Create engaging support videos to help clients understand product features and functionalities, enhancing their learning experience.
  • Develop comprehensive help guides and self-service materials on different aspects of the product, ensuring clients have access to valuable resources.
  • Report software bugs and issues to the product team, ensuring thorough documentation and following up with clients post-resolution.
  • Conduct follow-ups with clients after resolving their issues to ensure satisfaction and gather feedback for ongoing improvement.
  • Collaborate cross-functionally with internal and external partners to resolve customer issues, ensuring effective communication and teamwork.
  • Maintain detailed records of support issues for future reference and analysis.

Qualifications

  • A Bachelor's degree in Business, Communication, Information Technology, or a related field is preferred.
  • At least 2 years of experience in customer service or support roles within a SaaS or technology environment.
  • Basic understanding of software applications and the ability to quickly adapt to new technologies.
  • Exceptional verbal and written communication skills.
  • Proficient in English with strong written and verbal communication abilities.
  • Strong problem-solving and troubleshooting skills.
  • Familiarity with customer support software and tools.
  • Ability to create engaging support content, including videos and written guides.
  • Capability to work effectively with a diverse range of clients and team members, demonstrating patience and empathy.

Must-have Cultural Attributes

  • Entrepreneurial: You thrive in a creative and agile environment, excited by the opportunity to make a significant impact.
  • All-In: Fully dedicated to excellence and team success.
  • Passionate: You should be enthusiastic about online collaboration and committed to ensuring our clients' success; we value ambition and drive.
  • Go-getter: You excel in a startup atmosphere and adopt a 'whatever it takes' mindset to achieve goals.

Why Consider This Opportunity?

  • You are ready for your next professional challenge.
  • You seek to work in a dynamic environment where your contributions are valued.
  • You are passionate about technology and recognize the potential of digital workplace transformation.

What is the Work Culture Like at MangoApps?

  • Individual initiatives, accountability, and results are the keys to success.
  • Performance and achievements are genuine sources of satisfaction.
  • Teamwork is celebrated and encouraged.
  • Your career trajectory at MangoApps is determined by your own efforts and aspirations.