The Client Support Staff is the main point of contact for clients, handling daily communication, service coordination, fleet monitoring, reporting, and operational support to ensure excellent customer service and smooth operations.
Key Responsibilities and Duties:
1. Client Communication & Relationship Management
Serve as the primary contact for client inquiries, coordinate installation, service, and equipment removal schedules with the Dispatch Officer, and resolve client concerns by working closely with internal teams.
2. Fleet Monitoring & Maintenance
Monitor units daily to identify reporting issues, check the condition of dashcams, MDVRs, and fuel sensors, and review routes to ensure operational efficiency and accurate data.
3. Reporting & Data Management
Prepare and submit daily operational reports, gather data to support client concerns and investigations, and generate additional reports as needed.
4. Operational Support
Assist field technicians during installations and troubleshooting, and coordinate technician schedules with the Logistics and Coordinating Teams to ensure timely service.
5. Team Support
Provide backup support during busy periods or staff absences, escalate critical issues to the Team Leader or Assistant Manager, and perform other tasks assigned by management.
Minimum Qualifications:
- Education level: Bachelor’s degree in Business Administration or other customer service related field
- Experience: 0-2 years of customer service, preferably handling business-to-business transactions
- Skills: Problem Solving, Basic Troubleshooting, Customer Empathy, Patience & Professionalism, Data Analysis, Attention to Detail, Time Management, Team Collaboration, Intermediate Communication Skills, Knowledgeable in Google Workspace, Practical aptitude for using AI tools ethically and responsibly to improve productivity and outcomes
Schedule & Work Arrangement:
- Willing to work onsite
- Prolonged periods of sitting at a desk and working on a computer
- Able to work beyond regular hours as needed
- Able to work nights, weekends, and holidays