Client Experience Executive DS Business Hub Management Services

To ensure the smooth and professional execution of all client servicing interactions by managing inquiries, guiding clients through procedures, resolving issues, and ensuring timely follow-ups. The Client Servicing Executive is responsible for upholding service standards, managing client relationships through multiple channels, and ensuring customer satisfaction across all transactional touchpoints.

Act as an ambassador at all times and attend to customer needs in a professional, friendly, and courteous manner. • Ensure that a high level of professional rapport is developed and maintained with all customers. • Follow up on all customers’ enquiries and update them daily on the progress of their transactions. • Continuously maintain the individual set of KPIs: SLA adherence for responses, C-SAT targets, generating positive Google reviews, and meeting quality standards in all handled transactions. • Respond promptly and take full ownership to ensure that client requests and complaints are resolved in a timely and effective manner, including escalations. • Meet and attend to walk-in clients when needed, maintaining excellent service delivery during face-to-face interactions while upholding professional appearance and conduct. • Respond to customer queries via calls, WhatsApp, chats, and emails with clarity, accuracy, and professionalism. • Work on a 24/7 rotational shift schedule, including evenings, weekends, and public holidays, to ensure continuous service coverage and client support across all touchpoints. • Maintain proactive workflows to support team collaboration, smooth interdepartmental processes, and consistent operational performance. • Assist clients in resolving technical issues, including ERP access problems, system glitches, and form submission difficulties, in coordination with relevant teams. • Provide exceptional customer service to ensure satisfaction and meet or exceed client expectations across all service categories. • Promote positive service outcomes by encouraging satisfied clients to leave Google reviews and contribute to client feedback improvement efforts. • Conduct regular outbound calls to prevent service delays, address pending matters, and avoid complaints arising from miscommunication. • Guide clients on the correct procedures for submitting applications through the online portal, including providing step-by-step templates and instructions across communication channels.

Liaise with relevant departments to retrieve accurate information and follow up with customers to ensure timely service resolution. • Escalate recurring client concerns and operational inefficiencies for investigation and corrective action, in coordination with the servicing manager. • Ensure that all service tickets are addressed in accordance with standard operating procedures and within agreed service level commitments. • Identify process gaps and suggest solutions for improving service quality, system efficiency, and overall client experience. • Collaborate closely with clients to understand their specific needs, goals, and challenges, and offer proactive support. • Work independently and collaboratively within the team to achieve individual and departmental targets while maintaining a positive team spirit. • Assist with case documentation, status tracking, and internal handovers to ensure transparent and traceable service flows. • Attend training sessions and briefings to stay updated on procedural or system changes impacting client servicing. • Handle sensitive and confidential client data in accordance with internal data protection policies. • Contribute to knowledge base updates, FAQs, or client guides to support digital self-service options where applicable