Client Care Agent

About the Job: 

• A Client Care & Training Facilitator (CCTF) is responsible basically for the trainees forming a basic chain in the cycle that assures client satisfaction.
• One of the tasks he/she is required to do is communicating with clients on daily basis to make sure their needs are met and to highlight or recommend programs that can be useful for them in order to notify their account managers.
• The Client Care & Training Facilitator is supposed to keep a track of appropriate documentation that affects the process of decision making of the management when it comes to solving problems or catering to their needs.

Tasks

For Trainers:

• Receiving trainers
• Making sure trainers sign in and out
• Making sure trainers fill in the required documentation
• Reporting any issue related to the trainer-client relationship to the Training Manager.
• Filling in required documentation of every session.

For Courses:

• Make sure that printed papers of each session are complete and appropriate
• Make sure that papers of each session are filled in
• Create copies of electronic forms and send its details to those who should fill them in
• Make sure that electronic forms are ready and filled in
• Following-up assignment of trainees and sending timely notifications of late submission
• Sending exam notification to trainees a week ahead
• Sending exam to trainees
• Filling in results of exams and assignments of clients and determine the type of certificate the client should be granted

For Trainees:

• Receiving trainees as they enter the place.
• Developing a strong and trusted relationship with customers through timely and accurate communications.
• Resolving customer issues in an accurate and timely manner.
• Managing customer calls to ensure excellent customer service and satisfaction are fulfilled by following up.
• Making sure that a client’s communicated need is fulfilled by the responsible department.
• Generating, maintaining, and updating documents and reports related to clients' satisfaction on a periodic basis.
• Developing new business opportunities in customer communication.
• Coordinating calls, meetings, and communications between management and customers if needed according to the Academy's policies.
• Validating and qualifying new customers before referring to the appropriate account manager.
• Assisting decision-makers from different departments either by verbal opinion or by their reports in developing initiatives and programs for the benefit of clients in addition to recommending them to clients.
• Sending Absence alert e-mail to trainees to stress the academy's policy.
• Data entry of trainees' exam results.
• Solving trainee’s problems or needs whether educational or non-educational.
• Sending alerts to registered trainees with the date or updates concerning their courses.
• Calling trainees for an over-the-phone evaluation if they were absent during the evaluation session or in case they didn’t fill it in.
• Calling clients for a 1st impression investigation for every course.
• Calling clients to investigate dissatisfaction and needs mentioned in the evaluation of every course and filling in a brief about it in the form to be communicated to the Training Unit Manager to take an action.