Customer Service and Back Office Support Specialist

Client of Xperts4

Key Responsibilities:

Customer Service Support:

• Assist the Customer Representative in handling client inquiries via phone, WhatsApp, email, or platform.
• Support in managing complaints and escalations by coordinating with internal teams.
• Follow up with client s post-service (feedback, confirmations, issue resolution).
• Ensure professional and consistent communication aligned with company standards.

Administrative & Coordination:

• Support invoicing preparation and coordination with the accounting team when required.
• Assist in onboarding new clients by ensuring correct setup on the system.
• Maintain confidentiality of client and company data at all times.
• Support special projects and tasks assigned by management.

Backend & Operations Support:

• Manage and update all client bookings, schedules, and service details on all the systems/platforms.
• Prepare with the Head of Operations the daily schedule.
• Ensure accuracy of client data, service scope, pricing, and payment & order status on the backend.
• Coordinate between customer service, operations, supervisors, and drivers to ensure smooth service execution.
• Monitor daily operations on the backend and proactively flag issues or discrepancies.
• Handle service modifications, rescheduling, cancellations, and special requests on the system.
• Prepare backend reports (daily/weekly/monthly) related to bookings, cancellations, complaints, and service performance.
• Follow up on unresolved backend or operational issues until closure.
• Ensure proper documentation and record-keeping of all client-related activities.