Client Support Representative

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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

**#About the Role and Team**

Certilogo is a pioneer in digital authentication services, offering innovative solutions to verify product authenticity and build consumer trust. We are committed to delivering exceptional service and are looking for a client-focused individual to join our team as a Client Support Representative.

In this role, you will be the appointed person for our clients, providing crucial support to ensure their needs are addressed effectively and promptly. You will handle business inquiries for professional services, report operational issues, following up production progress for physical labels. You will solve issues and raise sophisticated problems to specialists when vital. Your role is critical in maintaining high levels of client satisfaction and ensuring magnificent service delivery across digital and physical products.

**What You Will Accomplish**
- Accurately log issues in Certilogo’s issue tracker, qualify them, and route to a specialist if needed.
- Ensure accurate and timely responses to client inquiries.
- Diagnose and solve basic technical issues related to our professional interfaces.
- Provide step-by-step guidance and solutions to resolve client problems.
- Identify sophisticated issues that require specialized attention and raise them to the appropriate specialist, PM or Account Manager.
- Ensure that called out issues are followed up and resolved promptly.
- Assist clients with inquiries related to the manufacturing and logistics of physical labels.
- Coordinate with operations teams to resolve any concern related to order, production, or delivery.
- Maintain accurate records of client interactions, issues, and resolutions in the company’s issue tracking system.
- Generate reports on common issues and client feedback for continuous improvement.
- Perform minor data entry daily to keep Certilogo systems aligned and keep accurate and up-to-date client and product information.
- Gather and document client feedback to help improve products, services, and client experience.
- Communicate feedback to relevant departments for action.
- Work closely with other groups, PM, Account Managers, technical support, manufacturing, and logistics, to ensure a unified approach to client care.
- Participate in team meetings and supply to process improvement initiatives.

**What You Will Bring**
- Confirmed experience in client support or a related field, particularly within the fashion and apparel market.
- Strong problem-solving skills and the capability to solve technical and logístical issues.
- Superb communication skills, both verbal and written.
- Ability to handle various tasks and organize effectively.
- Familiarity with issue tracking systems (e.g., Jira) and client support software is a plus.
- Appreciation for operations and IT/ERP skills, with the ability to understand and navigate these systems to support client needs.
- Experience with data entry and attention to detail for maintaining accurate records and system alignment.
- A client-centric attitude with a commitment to providing exceptional service.

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