Client Concierge

Location: Tse Addo
Reports to: Chief Operating Officer

Job Summary

The Client Concierge is responsible for delivering exceptional support and service to Bandwidth Global's clients. This role serves as the primary liaison between the company and its clients, ensuring smooth onboarding, accurate billing, timely communication, and an elevated customer experience throughout the service lifecycle.

Key Responsibilities

Client Engagement & Relationship Management

• Serve as the first point of contact for assigned clients, ensuring a warm, professional, and solution-oriented interaction.
• Develop and maintain strong, long-term relationships with clients by anticipating needs and addressing issues proactively.

Client Onboarding & Support

• Guide new clients through onboarding processes, ensuring timely completion of documentation, introductions, and platform access.
• Respond to client inquiries via email, phone, or in person, and escalate issues when necessary to internal teams.

Service Coordination

• Coordinate with internal departments to ensure service delivery aligns with client expectations.
• Schedule meetings, follow up on service milestones, and ensure prompt resolution of any challenges or delays.

Billing and Financial Coordination

• Maintain accurate records of client cycles, including generating invoices, tracking payments, and following up on outstanding balances.
• Liaise with the finance team to ensure billing accuracy and timely reconciliation of accounts.

Information Management

• Maintain accurate client records, update systems, and track communications and service delivery notes.
• Prepare regular status reports and dashboards for internal stakeholders and clients.

Client Feedback & Continuous Improvement

• Collect client feedback and share insights with management to inform service improvements.
• Act as the voice of the client in internal discussions, advocating for enhancements in products, services, or processes.

Problem Solving

• Address and resolve any issues that arise during service, such as delays, accidents, or equipment malfunctions.
• Develop contingency plans to mitigate potential disruptions to service.