Client Services Associate

About the role

The Client Services Associate provides front‑line support to both internal and external stakeholders, handling customer inquiries via email, phone and other channels. The role focuses on accurate transactional processing, timely issue resolution, and building strong relationships with customers and support teams.

Key responsibilities

• Respond to email inquiries and requests through the Customer Success Team mailbox.
• Process, prioritize and assign incoming customer requests from various mailboxes, ServiceNow and Salesforce (SFDC).
• Coordinate with internal and external support teams to resolve issues promptly.
• Execute special projects assigned by Customer Success Managers.
• Assign Qualtrics detractor cases to Customer Success Managers.
• Draft recognition and thank‑you emails for customers.
• Identify upselling opportunities and recommend relevant products, accessories, upgrades and rate plans.
• Meet performance metrics set by the account.

Required profile

• Completed at least two years of college or a two‑year vocational/certificate program.
• Background in IT, technology or customer service is a plus.
• Multilingual ability (English plus Japanese, Chinese or Korean) is advantageous.
• Strong English communication, active listening and probing skills.
• Ability to quickly assess customer needs and connect them to appropriate solutions.
• Negotiation and objection‑handling capabilities.
• Effective relationship‑building with team members and customers.

Required skills

• Proficiency with Microsoft Office suite.
• Outlook expertise.
• Windows troubleshooting and support.
• Experience using Qualtrics.
• Familiarity with ServiceNow.
• Knowledge of Salesforce (SFDC).