Client Service Specialist

The CAO Customer Experience Representative will serve on a CAO Customer Support team responsible for ensuring a superior customer experience by serving as a primary resource for customer related inquiries. The Customer Experience Representative will become familiar with the end to end CAO Services and related systems, processes, and policies and procedures in order to solve, redirect, and/or escalate customer inquiries in an expedited manner. The CAO Customer Experience Representative will support resolution of an inquiry from start to finish and ensure frequent status updates to the customer. Examples of customer inquiries include questions about when to engage CAO, issues pertaining to CAO function end to end; it can be anything from delays in paying a supplier/employee T&E expense, concerns with CAO service levels covering corporate insurance, amenity and global documentation, trouble accessing or navigating CAO systems, physical sites, locations, areas, etc.

The CAO Customer Experience Representative will further partner with other/BAU CAO help desks, CAO training teams, and cross-functional CAO colleagues to identify process improvement opportunities and enhanced training resources that can reduce and/or eliminate customer pain points.

Key Responsibilities:
Understand the end to end CAO services and corresponding customer touch points and handoffs
Respond to incoming (emails, live chats, calls) customer questions, complaints, problems, etc. in an efficient and professional manner.
Would be responsible for supporting end users through multiple customer facing channels (emails, live chats, calls, etc.) across 3 regions.
Identify and assess customer needs and develop a plan to remediate
Maintain a positive, empathetic and professional attitude toward customers at all times
Track and log customer inquiries in Concierge Desk software
Solve, redirect, or escalate customer inquiries appropriately
Serve as a liaison between customers and other CAO colleagues to address customer inquiries
Advise customer on CAO related policies and procedures
Proactively communicate status updates to customers
Process assigned work activities timely and