Customer Service Liaison

Job Description :

We are seeking a skilled Customer Support Specialist to join our team.

This role is responsible for managing day-to-day communication with our strategic partners, ensuring a high level of satisfaction and service excellence.

As the main point of contact for support-related inquiries, you will handle requests efficiently, resolve issues promptly, and provide training and guidance on tools and processes.

Key Responsibilities :

• Serve as the primary point of contact for strategic partners, handling inquiries related to orders, products, and account management.
• Deliver exceptional customer service by providing timely, accurate, and empathetic responses to partner needs.
• Manage and track all support cases in the CRM system, ensuring timely resolution according to established SLAs.
• Collaborate with Operations, Clinical, Finance, and Marketing teams to address partner issues and ensure consistent communication.
• Provide onboarding, training, and ongoing guidance to all stakeholders on systems, processes, and best practices.
• Monitor customer satisfaction and escalate recurring or complex issues to the appropriate teams for resolution.
• Collect feedback from partners to identify service improvement opportunities and contribute to continuous enhancement initiatives.
• Support in the preparation of customer satisfaction reports, surveys, and partner business reviews.
• Maintain a professional, proactive, and solution-oriented approach in all interactions.

Requirements :