**Job Title: Client Support Associate**
**Company: United Continental Holdings**
**Location: San Jose, California, US**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Application Deadline: October 7, 2024**
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**Company Overview:**
United Continental Holdings is committed to providing exceptional experiences for our clients. Based in the heart of innovation in San Jose, California, we prioritize employee well-being through a myriad of health and wellness initiatives. Join us in our mission to drive client satisfaction through outstanding support.
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**Position Overview:**
As a Client Support Associate, you will be the cornerstone of our client interactions, ensuring seamless and efficient resolution of inquiries and challenges. You will play an essential role in fostering strong client relationships and enhancing overall satisfaction with our services.
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**Key Responsibilities:**
1. **Client Interaction:**
- Serve as the primary point of contact for client inquiries, addressing concerns via phone, email, and chat.
- Maintain ongoing communication with clients regarding their service requirements and ensure they have a positive experience.
2. **Issue Resolution:**
- Identify and troubleshoot client issues, providing timely and effective resolutions.
- Collaborate with internal teams, including technical support and account management, to escalate and solve complex client issues.
3. **Documentation and Reporting:**
- Maintain accurate records of client interactions and feedback in our customer relationship management (CRM) system.
- Prepare regular reports on client trends and feedback to share with management and drive improvements.
4. **Research and Analysis:**
- Conduct thorough research to gather information that supports client inquiries and assists in issue resolution.
- Analyze client data and feedback to identify opportunities for enhancing service delivery and client satisfaction.
5. **Project Management:**
- Assist in organizing and managing client-focused projects and initiatives, ensuring timely execution and follow-up.
- Collaborate with cross-functional teams to implement new processes that enhance the client experience.
6. **Training and Development:**
- Participate in ongoing training sessions to remain updated on product offerings and customer service best practices.
- Mentor new team members by sharing knowledge and providing guidance on client interaction standards.
7. **Continuous Improvement:**
- Collect and analyze client feedback to identify areas for improvement in service delivery.
- Participate in team meetings to discuss challenges, strategies, and best practices for enhancing client support.
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**Requirements:**
- **Education:** Bachelor's degree preferred; relevant experience may substitute.
- **Experience:** A minimum of 3 years in a client support or customer service role, preferably within the travel or related industries.
- **Technical Skills:** Proficient in using CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).
- **Communication Skills:** Exceptional verbal and written communication skills, with a confident and passionate approach to client interactions.
- **Personality Traits:**
- Passionate about delivering high-quality customer service.
- Confident when addressing client concerns and proposing solutions.
- **Soft Skills:**
- Strong research capabilities for effective problem-solving.
- Excellent project management skills to handle multiple priorities and deadlines.
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**Benefits:**
- Travel and spending expenses reimbursement.
- Opportunities for travel as part of client engagement initiatives.
- Disability insurance for your peace of mind.
- Participation in health and wellness programs aimed to enhance employee well-being.
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**Working Environment:**
United Continental Holdings prioritizes a positive and healthy working environment by offering health and wellness initiatives designed to support employees' physical, mental, and emotional well-being.
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**Equal Opportunity Statement:**
United Continental Holdings is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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If you are an enthusiastic individual committed to excellent client support, we would love to hear from you! Please submit your application no later than October 7, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
