Customer Service/ Helpdesk Agent

Job Overview

Responsibilities

• Serve as the primary point of contact for all client enquiries received via telephone, email, and our dedicated helpdesk portal.
• Provide timely, accurate, and professional responses to clients regarding our services and their accounts.
• Effectively diagnose, troubleshoot, and resolve client issues, ensuring a high level of satisfaction.
• Escalate complex or specialised queries to the appropriate internal advisory teams, such as legal or compliance, while maintaining ownership of the client communication.
• Maintain meticulous and accurate records of all client interactions, issues, and resolutions within our CRM system.
• Aid in the client onboarding process by providing guidance and essential information.
• Contribute to the continuous improvement of our services by identifying and reporting recurring client issues and feedback.

Qualifications

• Proven experience in a customer service, helpdesk, or client support role is essential.
• Exceptional verbal and written communication skills, with a professional and courteous telephone manner.
• Strong analytical and problem-solving abilities, with a high attention to detail.
• The ability to effectively manage and prioritize multiple tasks in a fast-paced environment.
• Proficiency in using CRM systems, helpdesk software, and the Microsoft Office Suite.
• A client-centric mindset with a genuine commitment to delivering outstanding service.
• Experience within the legal, financial, or professional services sectors would be a significant advantage.

What We Offer

• A competitive salary and a comprehensive benefits package.
• The opportunity to work within a prestigious international firm with a highly specialised team.
• A supportive and collaborative work environment that encourages professional growth.
• Opportunities for continuous learning and professional development.

Locations

• Kansas City