Client Experience Agent - Work From Home

This is a full-time, remote role for an Australian HR company with excellent benefits.

Our client is looking for an experienced, confident and positive problem solver who loves speaking to customers.

The Client Experience Agent is a key member of the Client Experience Team and is responsible for client interactions (outside the delivery of HR services), via Telephone and written communication.

The Client Experience team is very much about making a client’s interaction with the group not only positive and engaging as well as pragmatic and results driven.

In addition to handling calls from clients’ employees, this role will also be responsible for all client onboarding, be the connector between internal teams for client projects and then confirm projects and tasks have been delivered on time. The key outcome for all interactions is that clients are satisfied with timing and outcomes. In addition, there will be reporting, data entry and processes that must be followed accordingly per task.

Please indicate if you have Zendesk experience by customising your application with Zendesk Experience/No Zendesk Experience with your cover letter or resume.

Key Responsibilities:
Managing Client Employee Help Desks
Respond to client employee inquiries via phone, email, or ticketing system.
Troubleshoot common issues and escalate issues to appropriate teaUpgrade to see actual infombers as needed.
Data entry of interactions and results into various applications as per process documents
Develop and maintain a knowledge base for internal operations.

Client Onboarding
Guide new clients through the onboarding process, ensuring a smooth transition.
Provide training and resources on how to use company products and services.
Ensure clients are aware how to communicate with the relevant parts of the organisation
Work closely with internal teams to align onboarding with client expectations.
Address any onboarding concerns and offer personalised support.

Client Liaison
Act as the primary point of contact between the business and its clients.
Coordinate internal teams to ensure seamless client support and project & service delivery.
Maintain accurate and up-to-date client records in internal systems.
Manage and drive project progress from any stakeholder (internal or external) where there are delays in the process, or backlog of projects

Client Engagement
Maintain regular contact with clients via Zendesk.
Execute engagement strategies to enhance long-term client relationships.
Provide updates on company services, new offerings, and upcoming events.
Work closely with the growth team to tailor engagement strategies for different client segments.

Client Satisfaction
Ensure a high level of client satisfaction through proactive communication and issue resolution.
Gather and respond to client feedback, making recommendations for service improvement.
Handle client concerns and complaints in a professional and timely manner.
Monitor and track client interactions to ensure a consistent and positive experience.

Client Reporting
Prepare periodical reports on client interactions in a timely and accurate fashion
Communicate any issues with reports with relevant internal stakeholders

Qualifications, Experience and Individual Requirements:
Exceptionally strong written and verbal communication skills.
Ability to build rapport and maintain strong client relationships.
High level of organisational and time management skills.
Ability to work autonomously and in a team to ensure that workflow is tracking on time and to be proactive in seeking support or resolution internally or externally to ensure delivery of projects within required timeframes
Experience with CRM systems and client support tools like Zendesk.
Proficiency in Microsoft Office Suite, including Excel for data reporting.
Strong problem-solving skills with the ability to handle complex client issues.

2+ years in a client support, client service, or client relations role.
Prior experience in liaising with partners and external stakeholders.
Proven track record of successfully managing client onboarding and engagement initiatives.
Experience in data reporting, client analytics, or business intelligence tools is a plus.

Friendly, professional, and client-focused attitude.
Proactive and self-motivated with the ability to work independently.
High level of emotional intelligence and ability to manage client expectations.
Strong attention to detail and commitment to quality service.
Adaptability and willingness to take on varied responsibilities.