XBP Global ยท 2 weeks ago
Client Experience Associate - Technical Specialist
Boston, MA
Full-time
Onsite
Entry Level
$19/hr - $19/hr
2+ years expXBP Global is a workflow automation leader that leverages industry experience and Agentic AI to enable digital transformation for clients. The Client Experience Associate will serve as a key liaison, providing exceptional support by addressing client inquiries, troubleshooting technical issues, and ensuring timely resolution of support requests.
Computer Software
Responsibilities
Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction
Provide consistent quality experience in satisfying client demands
Continuously monitor email. Respond accordingly, as per business processes and operational guidelines, in a timely manner
Demonstrate strong attention to and focus on details and processes. Perform frequent quality checks during process
Handle time-sensitive, confidential materials in accordance with privacy protection policies
Establish operating procedures and quality standards
Adapt to process changes as required by the client
Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy
Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases
Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction
Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations
Other site national support and special projects as needed
Participate in cross-training
Qualification
Required
2+ years of customer service experience
High school diploma or equivalent (GED)
Computer experience (Microsoft Office and/or Google Workspace. i.e. Word, Excel, E-mail, etc.)
Excellent verbal and written communication skills
Strong organizational skills, attention to details
Ability to work with minimal supervision
Ability to run a variety of tasks while fostering teamwork
Ability to learn various programs and applications
Ability to lift up to 55 lbs
Ability to consistently adhere to business procedure guidelines and policies, and company safety standards
Accountability to meet the employer's attendance policy
Ability to take and follow directions
Professional presence
Benefits
Bonus opportunities may be provided as part of the compensation package
A full range of medical, financial, and/or other benefits
Company
XBP Global
XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase