Global Client Services Representative

Founded in November 2019, EmpowerU, Inc. has rapidly evolved from its origins within a leading global brand's tele-service support group to become a standalone entity renowned for its exceptional service delivery. Our organization is driven by a culture that emphasizes resilience, excellence, and a strong sense of community. We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Care: Our dedication to exceeding client and stakeholder expectations is paramount.

Communication: We maintain transparent and continuous communication to provide exceptional support.

Camaraderie: We foster a culture of inclusivity and unity, making our workplace feel like a second home.

Commitment: Our unwavering pursuit of excellence defines our approach to every task.

Role Overview:

We're looking for a strong, dedicated, and highly reliable Client Services Agent to join our team supporting clients in the UK and Australia. This isn't your ordinary customer service role – we need someone hands-on, experienced, and proactive, ready to make an impact from day one.

As a Global Client Services Agent, you will be the frontline ambassador of our brand, providing expert support, concern troubleshooting, and personalised guidance to ensure our clients receive the best possible experience. Your ability to multitask, problem-solve, and communicate effectively will be key in guiding clients through their journey, resolving challenges in real-time, and upholding our reputation for excellence.

If you thrive in a fast-paced environment, enjoy taking ownership, and are passionate about client success, we want you on our team.

Responsibilities:

• Inbound and Outbound Calls: Handle a significant volume of inbound calls while also initiating outbound calls to address client inquiries, provide information, and resolve issues promptly and professionally.
• Confirmation of Client Attendance: Ensure accurate and timely scheduling of client attendance at events and courses, meticulously confirming their participation and managing any changes efficiently.
• Rebooking Clients: Proactively rebook clients to attend the next available course, effectively preventing them from changing their minds or opting for transfers, ensuring maximum client engagement and satisfaction.
• Mailbox Management: Monitor and manage the client services email inbox, promptly responding to inquiries, processing requests, and escalating issues as necessary to ensure swift resolution.
• Product Knowledge: Develop and maintain a deep understanding of our products or services to provide accurate information and effective solutions to customers.
• Customer Assistance: Guide customers through the purchasing process, assisting with order processing as needed to ensure a seamless transaction experience.
• Issue Resolution: Investigate and resolve customer complaints or concerns, ensuring a positive resolution and overall customer satisfaction.
• Documentation: Maintain detailed records of customer interactions, including issues raised and resolutions provided, for future reference and reporting purposes.
• Proactive Engagement: Initiate chat conversations with website visitors to offer assistance, answer questions, and enhance the overall customer experience.
• Feedback Collection: Gather customer feedback and suggestions, conveying valuable insights to the appropriate teams for potential product or service improvements.
• Collaboration: Collaborate with other departments, including Sales, Marketing, and Technical Support, to ensure a seamless and consistent customer experience.
• Continuous Learning: Stay updated on industry trends, product updates, and company policies to provide accurate and up-to-date information to customers.
• Meet monthly KPIs: Achieve and exceed monthly Key Performance Indicators (KPIs) as advised by management, demonstrating a commitment to excellence in customer service.
• Attendance Adherence: Maintain a strong attendance record, adhering to scheduled shifts and breaks, while ensuring coverage during peak hours to meet customer demand effectively.
• Compliance to Database Management: Ensure accurate and timely documentation of customer interactions and updates in the company database, maintaining data integrity and confidentiality at all times.
• Maintain Superb Product Ratings: Ensure the company's product rating remains superb across reputable platforms such as TrustPilot, actively addressing any negative feedback and facilitating positive customer experiences.
• Other Adhoc Tasks: Perform other adhoc tasks as advised by management, contributing to the overall success and efficiency of the client services team.

Qualifications:

• Bachelor's degree or equivalent
• 3–5 years of proven, hands-on client service experience in a fast-paced BPO or customer-facing environment
• Reliable and proactive with an excellent attendance record
• Outstanding communication skills, both written and verbal
• Strong problem-solving, technical troubleshooting, and conflict resolution abilities
• High-speed, stable internet (50 Mbps+ download/upload) with a backup connection
• Uninterrupted power supply or backup to stay online during work hours
• Willingness to work UK or AUS business hours for seamless cross-border collaboration
• Comfortable working weekends and PH public holidays if required
• Ready to hit the ground running and start immediately