Client Support Representative

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#About the Role and Team

Certilogo is a pioneer in digital authentication services offering innovative solutions to verify product authenticity and build consumer trust. We are committed to delivering exceptional service and are looking for a clientfocused individual to join our team as a Client Support Representative.

In this role you will be the appointed person for our clients providing crucial support to ensure their needs are addressed effectively and promptly. You will handle business inquiries for professional services report operational issues following up production progress for physical labels. You will solve issues and raise sophisticated problems to specialists when vital. Your role is critical in maintaining high levels of client satisfaction and ensuring magnificent service delivery across digital and physical products.

What You Will Accomplish

• Serve as the initial point of contact for clients via phone email chat or other communication channels.

• Accurately log issues in Certilogos issue tracker qualify them and route to a specialist if needed.

• Ensure accurate and timely responses to client inquiries.

• Diagnose and solve basic technical issues related to our professional interfaces.

• Provide stepbystep guidance and solutions to resolve client problems.

• Identify sophisticated issues that require specialized attention and raise them to the appropriate specialist PM or Account Manager.

• Ensure that called out issues are followed up and resolved promptly.

• Assist clients with inquiries related to the manufacturing and logistics of physical labels.

• Coordinate with operations teams to resolve any concern related to order production or delivery.

• Maintain accurate records of client interactions issues and resolutions in the companys issue tracking system.

• Generate reports on common issues and client feedback for continuous improvement.

• Perform minor data entry daily to keep Certilogo systems aligned and keep accurate and uptodate client and product information.

• Gather and document client feedback to help improve products services and client experience.

• Communicate feedback to relevant departments for action.

• Work closely with other groups PM Account Managers technical support manufacturing and logistics to ensure a unified approach to client care.

• Participate in team meetings and supply to process improvement initiatives.

What You Will Bring

• Confirmed experience in client support or a related field particularly within the fashion and apparel market.

• Strong problemsolving skills and the capability to solve technical and logistical issues.

• Superb communication skills both verbal and written.

• Ability to handle various tasks and organize effectively.

• Familiarity with issue tracking systems (e.g. Jira) and client support software is a plus.

• Appreciation for operations and IT/ERP skills with the ability to understand and navigate these systems to support client needs.

• Experience with data entry and attention to detail for maintaining accurate records and system alignment.

• A clientcentric attitude with a commitment to providing exceptional service.

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