Client Services Representative

Client Services Representative (CSR)

The Client Services Representative (CSR) is responsible for delivering high-quality client support across calls, cases, and proactive outreach initiatives. This role serves as the primary point of contact for client interactions including welcome calls, inbound and missed calls, delinquent account outreach, and special operational projects.

The CSR is expected to communicate clearly, concisely, and professionally in English, while demonstrating strong problem-solving skills and the ability to manage multiple priorities within defined service standards. Reporting directly to the Team Lead, the CSR collaborates closely with the SME for operational guidance and the Team Coach for performance development.

Key Responsibilities1. Primary Client Contact

● Serve as the main point of contact for:

○ Welcome calls

○ Inbound support queue calls

○ Missed call follow-ups

○ Delinquent account outreach

● Manage assigned cases through to resolution.

● Provide timely and professional follow-up communication.

● Maintain accurate and detailed documentation.

2. Communication Excellence

● Demonstrate polished, professional English communication skills.

● Speak clearly, precisely, concisely, and effectively.

● Adapt tone and delivery to match client needs.

● Maintain professionalism in both verbal and written communication.

3. SLA & Performance Accountability

● Perform assigned tasks within defined Service Level Agreements (SLAs).

● Meet established KPIs for quality, productivity, and responsiveness.

● Maintain strong CSAT performance.

● Escalate concerns appropriately when resolution falls outside scope.

4. Client Issue Resolution

● Probe effectively to understand root causes of client concerns.

● Apply critical thinking and problem-solving skills.

● Provide accurate, efficient, and solution-oriented resolutions.

● Escalate complex or high-risk cases to the SME when necessary.

5. Project & Initiative Participation

● Contribute to operational initiatives such as:

○ GEP Outreach

○ Churn Task Force

○ Special campaigns or retention efforts

● Adapt quickly to shifting priorities.

● Maintain performance standards while balancing project work.

6. Professional Development & Accountability

● Actively participate in coaching and QA sessions.

● Demonstrate openness to feedback and constructive criticism from leadership and peers.

● Apply feedback to improve performance.

● Show continuous growth in skill and knowledge application.

7. Documentation & Accuracy

● Ensure accurate case classification and tagging.

● Maintain complete and compliant documentation.

● Follow defined workflows and internal processes.

● Update account records as required.

Performance Expectations

● Consistent SLA adherence

● Strong QA scores

● Positive CSAT outcomes

● Professional communication standards

● Effective case resolution within scope

● Demonstrated improvement from coaching feedback

Qualifications

● 1–3 years experience in client service or support roles.

● Strong English fluency (verbal and written).

● Demonstrated ability to multitask in a structured environment.

● Strong problem-solving and critical-thinking skills.

● Ability to adapt to evolving projects and priorities.

● Coachable, professional, and performance-oriented mindset.

Core Competencies

● Client Communication Excellence

● Case Ownership & Resolution

● Critical Thinking

● SLA & KPI Accountability

● Adaptability

● Documentation Accuracy

● Coachability & Growth Mindset

Reporting Structure

● Reports directly to: Team Lead & Client Support Team Administrator

● Receives operational guidance from: SME

● Receives coaching and development support from: Team Coach

Pay: Rs90,000.00 - Rs100,000.00 per month

Work Location: In person