Client Experience Associate

hace 16 horas

Cali, Colombia Evo A tiempo completo

**Job description**

**Overview**:
We are looking for a motivated and empathetic Client Experience Associate to join our growing home care company. In this role, you will be the first line of support for clients and caregivers, ensuring that every interaction is handled with care, precision, and professionalism. You will manage incoming +60 requests, coordinate service needs, resolve issues, and support our clients throughout their journey with us.

This is an ideal role for someone who thrives in a structured yet fast-paced environment, enjoys helping others, and wants to be part of a team that is redefining the standard of client care in the home care industry

**Key Responsibilities**:

- Handle +60 incoming client and caregiver inquiries via phone.
- Resolve client concerns with empathy and professionalism.
- Accurately document interactions in our CRM and internal systems.
- Support coordination between clients, caregivers, and internal departments.
- Escalate complex cases to the appropriate team or supervisor.
- Maintain up-to-date knowledge of company services, policies, and tools.
- Create, document, and manage client service cases in the system, ensuring accuracy, clarity, and timely resolution tracking.
- Document client interactions, service requests, and care updates in our internal systems.
- Handle concerns and complaints with empathy, active listening, and clear follow-up procedures.
- Provide service updates, follow-ups, and general guidance to clients and their families.
- Monitor and flag any potential service gaps, caregiver no-shows, or safety concerns for resolution.
- Follow established protocols for data entry, escalation, and client satisfaction tracking.

**Required Skills & Qualifications**:

- Fluent in English (spoken and written) at C1 level or above.
- Minimum of 1 year of customer service experience, ideally in healthcare, home care, or a high-touch service environment.
- Strong written and verbal communication skills.
- High attention to detail and strong organizational abilities.
- Empathetic, patient, and capable of handling sensitive or emotional conversations.
- Proficient in using CRM systems, call tools, and Microsoft Office/Google Workspace.
- Ability to multitask and manage time efficiently in a fast-paced environment.
- Culturally sensitive and comfortable working with clients from diverse backgrounds.

**We offer**:
✔ Competitive compensation
✔ Supportive team environment
✔ Opportunity to make a direct impact on people’s lives
✔ Room for career development in a growing organization

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