Client Support Executive

About Client:

One of our MNC clients offers technology consulting and digital solutions to global enterprises across industries enabling transformative scale at unparalleled speed. With 145000 professionals across 90 countries helping 1100 clients it provides a full spectrum of services including consulting information technology enterprise applications business process services engineering services network services customer experience & design services AI & analytics and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiatives Terra Carta Seal in recognition of actively leading the charge to create a climate and naturepositive future.

Job Description: Client Support Executive

Position Overview:
We are seeking a dedicated and detailoriented Client Support Executive to join our team. This role acts as the primary point of contact for our clients ensuring prompt and professional resolution of their inquiries and concerns. The ideal candidate will have strong communication skills a clientfocused mindset and the ability to collaborate across teams to deliver exceptional service.

Key Responsibilities

Client Communication & Support:

• Serve as the first point of contact for clients addressing inquiries via phone email or chat.

• Understand client requirements and provide timely accurate and professional responses.

• Collaborate with internal teams (Tax Accounting Marketing Onboarding) to resolve client issues effectively.

Documentation & FollowUp:

• Maintain accurate and uptodate client records in the CRM system and secure portals.

• Follow up on pending client requests or escalations to ensure resolution within agreed timelines.

Problem Resolution:

• Address client complaints and issues escalating to the appropriate team within 24 hours.

• Proactively identify areas of client dissatisfaction and work towards prompt resolution.

Coordination & Reporting:

• Liaise with various departments to ensure client requirements are met and keep stakeholders informed internally and externally.

• Prepare and share periodic reports on client feedback complaints and resolutions with the management team.

Service Quality Improvement:

• Monitor client satisfaction levels and suggest improvements to enhance service delivery.

• Assist in refining client support processes workflows and documentation to ensure seamless operations.

Required Qualifications

• Bachelors degree in commerce / accounting / business administration / communication or a related field.

• Understanding of U.S. individual and business tax return documentation and public accounting processes.

• 13 years of experience in client support customer service or a related role.

• Strong verbal and written communication skills.

• Proficiency in CRM tools and Microsoft Office Suite.

Skills & Competencies

• Exceptional client service orientation with a problemsolving mindset.

• Ability to work collaboratively across teams to meet client needs.

• Detailoriented with excellent organizational and timemanagement skills.

• Proactive in identifying service quality improvements and implementing solutions.