Client Support Specialist (Immigration)

This is a full-time remote role for a Client Support Specialist. The Client Support Specialist will be responsible for providing excellent customer service to our clients, handling their inquiries about our services, managing customer satisfaction, and providing support ensuring their immigration process is seamless and successful. You will work closely with clients, immigration consultants, and other internal teams to achieve high levels of client satisfaction and retention.

Key Responsibilities:

Client Relationship Management:

Build and maintain strong, long-lasting relationships with clients.
Act as the main point of contact for client inquiries, concerns, and updates regarding their immigration status.
Conduct regular check-ins to ensure clients are informed and satisfied with our services.

Client Onboarding and Orientation:

Guide clients through the initial onboarding process, explaining immigration requirements and documentation.
Provide orientation sessions to help clients understand the immigration process and timelines.

Immigration Process Support:

Collaborate with immigration consultants/ operations team to ensure clients' applications are complete and accurate.
Monitor the progress of clients' immigration cases and provide regular updates.
Assist clients in addressing any issues or obstacles they may encounter during the immigration process.

Problem Resolution:

Act as a mediator in the event of issues, working to find satisfactory resolutions.
Identify opportunities for process improvement and propose solutions to enhance client satisfaction.

Client Education:

Keep clients informed about changes in immigration laws, policies, and procedures.
Provide resources and information to help clients make informed decisions.
Feedback Collection and Analysis:

Solicit feedback from clients and use it to improve our services.
Analyze client data and identify trends to make data-driven improvements.
Retention and Upselling:

Identify opportunities to upsell additional services to clients based on their needs.
Develop and implement strategies to retain clients and encourage referrals.