Senior Customer Care Consultant

As a Guru you will be accountable for:

• Building and maintaining strong relationships with key clients, understanding their needs, and serving as their primary point of contact for inquiries and support.
  
• Implementing client strategies and initiatives developed by senior management, ensuring alignment with client objectives and driving value-added solutions.
  
• Communicating regularly with clients to provide updates on projects, address any concerns, and gather feedback to enhance service delivery and satisfaction.
  
• Providing support and guidance to junior team members, assisting with client inquiries, resolving issues, and sharing best practices to ensure consistent service delivery.
  
• Assisting with the onboarding of new clients, ensuring a smooth transition and providing training on products or services to facilitate client adoption and usage.
  
• Handling escalated client issues and complaints, collaborating with internal teams to address root causes, and implementing solutions to resolve issues promptly and effectively.
  
• Developing and implementing strategies to retain existing clients, identifying opportunities for upselling or cross-selling additional products or services, and driving revenue growth.
  
• Monitoring client performance metrics and KPIs, analyzing data to identify trends and opportunities, and providing insights and recommendations to clients to optimize outcomes.
  
• Identifying areas for process improvement and service enhancement, collaborating with cross-functional teams to implement changes, and driving continuous improvement initiatives.
  

We're looking for someone who:

• Demonstrates a strong commitment to client satisfaction, with a proactive approach to understanding client needs and delivering high-quality service.
  
• Exhibits leadership potential, with the ability to support and mentor junior team members, foster a collaborative team environment, and drive results.
  
• Has strong problem-solving skills, with the ability to analyze complex issues, develop creative solutions, and drive resolution in a timely manner.