Client Satisfaction Specialist

The Client Satisfaction Specialist is responsible for ensuring customers receive timely, professional, and attentive support throughout their experience with MBTEK. The role focuses on customer follow-up, issue resolution, order communication, and maintaining a high level of client satisfaction. Key Responsibilities Follow up with customers regarding orders, deliveries, installations, and outstanding requests. Answer incoming calls, emails, and customer inquiries professionally. Proactively contact customers to provide updates and prevent communication gaps. Resolve customer concerns whenever possible and escalate more complex issues to the appropriate department. Coordinate with Sales, Logistics, Technical Support, and Management to obtain accurate information for customers. Monitor open client cases and ensure proper follow-up until resolution. Contact customers after major orders or service interactions to confirm satisfaction. Document all client communications and updates in the CRM. Identify recurring customer concerns and report them to management. Help maintain strong customer relationships and encourage repeat business. Support reviews, feedback collection, and client satisfaction initiatives. Key Performance Indicators Customer satisfaction level Response time Resolution time Percentage of cases successfully closed Follow-up completion rate Number of unresolved or overdue client cases Customer reviews and feedback Skills & Qualifications Strong written and verbal communication Excellent customer service and interpersonal skills Organized and reliable with strong follow-up habits Comfortable handling difficult or dissatisfied customers Ability to coordinate between several departments Experience with CRM, email, and phone-based customer support Problem-solving mindset and attention to detail