• Provide high-level support to clients and their employees through email and live chat, ensuring swift resolution of diverse inquiries, and maintaining a strong client relationship.
• Drive the training and enhancement of Benify’s AI chatbot using the Boost.ai platform, refining its ability to handle both generic and client-specific queries, significantly boosting user satisfaction and engagement.
• Troubleshoot and resolve complex configuration issues and platform incidents, leveraging advanced technical skills to ensure optimal performance and reliability.
• Execute and manage detailed configuration and integration tasks, including the customization of client-specific features, platform optimization, and the integration of third-party services tailored to client needs.
• Utilize Jira for agile project management, Confluence for collaborative documentation, and Microsoft Teams for efficient communication across teams, ensuring seamless execution of tasks.
• Efficiently manage client communications and tasks using Microsoft Outlook, ensuring timely responses and organized workflow management.
• Analyze data and track progress using Excel spreadsheets, enabling informed decision-making and accurate reporting.
• Provide expert responses to client service questions, offering tailored, high-impact solutions based on a deep understanding of the Benify platform.
• Scope, assess, and document client change requests, delivering strategic recommendations aligned with client objectives.
• Proactively manage the client action log, meticulously tracking task progress and ensuring on-time completion, consistently exceeding client expectations.

• Deliver exceptional customer service, resolving inquiries and complaints through empathetic support, active listening, and clear communication.
• Proficiently manage complex issues and escalated cases, conducting thorough investigations and analyses to provide constructive solutions.
• Exceed performance targets for quality scores, cases handled per hour, and customer satisfaction ratings.
• Spearhead additional projects to improve empathy, grammar, and template utilization, enhancing the overall customer experience.
• Serve as a Well-being Ambassador, organizing engaging activities, sports events, fitness initiatives, and corporate social responsibility (CSR) programs to promote employee welfare.
• Contribute to the onboarding process through floorwalking, mentoring, and shadowing new hires, ensuring a smooth transition and knowledge transfer.
• Recognized as a top performer twice for outstanding contributions, exemplifying commitment to excellence and customer-centric service delivery.