This is a remote position.
Key Responsibilities:
- Act as the initial point of contact for client enquiries via email.
- Professionally and efficiently triage incoming client requests, understanding the core issue and urgency.
- Ensure clients have an active Website Care Plan or Support Wallet, if not, create a quote to set this up for them.
- Create comprehensive and accurate support tickets in our internal system, ensuring all necessary information is captured.
- Categorise and assign tickets appropriately to relevant internal teams.
- Assist with the creation and processing of client invoices, ensuring accuracy and adherence to billing schedules.
- Monitor the status of tasks and projects, proactively following up with internal teams as needed.
- Provide clients with timely updates on the progress of their requests and tasks.
- Maintain clear and organised records of client interactions and support activities.
- Contribute to the development and improvement of internal support processes and documentation.
Requirements
Skills and Experience:
- Proven experience in a client-facing support role, preferably within a digital agency or similar environment.
- Excellent organisational and time-management skills, with the ability to prioritise and manage multiple tasks simultaneously.
- Excellent written and verbal communication skills, with a professional and empathetic approach to client interactions.
- Proficiency in using internal ticketing or CRM systems (experience with Asana is a plus but training will be provided).
- Familiarity with basic invoicing processes and attention to detail in financial matters.
- Ability to understand and articulate technical concepts to non-technical clients.
- Proactive and resourceful problem-solving skills.
- Ability to work both independently and collaboratively within a team.
- A positive attitude and a strong commitment to providing exceptional client service.
- Wordpress experience is a must have
- ASANA or other project management tool experience is a must have