Client Service Assistant at Amani Advisory

Job Summary

• We are seeking a proactive, organized, and customer-focused Client Services Assistant to support the day-to-day activities of the Client Services, Sales, and Operations teams.
• The successful candidate will serve as a key point of contact for clients, responding to inquiries, coordinating requests, following up on outstanding issues, supporting sales activities, and ensuring clients receive timely and professional service.
• The role also involves managing the company's WhatsApp and social media communication channels, supporting lead generation and retention, maintaining accurate client records, and assisting with content planning and creation.

Key Duties & Responsibilities
Client & Customer Service:

• Respond promptly and professionally to client inquiries via phone, WhatsApp, email, social media, and other communication channels.
• Provide accurate information about the company's products and services.
• Attend to client requests, enquiries, complaints, changes, renewals, and cancellations.
• Maintain a professional and customer-focused approach in all client interactions.
• Follow up on unresolved client issues and ensure timely resolution.
• Escalate complex complaints or concerns to the appropriate department or management.
• Monitor client satisfaction and identify opportunities to improve the client experience.

Sales & Lead Management:

• Support the Sales Team with lead generation, lead tracking, follow-ups, and conversion.
• Respond to prospective clients and provide relevant product/service information.
• Follow up with leads and existing clients to encourage conversion and repeat business.
• Maintain accurate records of leads, prospects, customers, and sales activities.
• Support customer retention initiatives and maintain positive client relationships.
• Assist the Sales Team with quotations, proposals, presentations, and other sales materials when required.

WhatsApp & Social Media Management:

• Manage the company's WhatsApp Business account and respond to customer enquiries promptly.
• Monitor and respond to relevant messages, comments, and enquiries across the company's social media platforms.
• Maintain an organized customer communication database.
• Follow up on leads generated through WhatsApp and social media platforms.
• Support the development and implementation of the company's content calendar.
• Assist with content creation, including captions, basic graphics, product/service information, and promotional content.
• Ensure all communication published on company platforms is professional, accurate, and aligned with the company's brand.

Client Records & Documentation:

• Maintain accurate and up-to-date client information and records.
• Document client interactions, requests, complaints, and resolutions.
• Update CRM systems, databases, spreadsheets, and other relevant records.
• Maintain proper documentation of client transactions, orders, requests, and correspondence.
• Ensure client information is handled confidentially and securely.

Operations & Administrative Support:

• Support the Operations and Sales teams with day-to-day administrative activities.
• Coordinate client meetings, calls, appointments, and onboarding sessions.
• Assist with preparing reports, presentations, proposals, and other client-related materials.
• Support the processing and tracking of client orders, changes, and requests.
• Liaise with internal departments to ensure client requests are properly attended to.
• Assist with billing and invoicing enquiries by coordinating with the appropriate department.
• Maintain proper filing and organization of client-related documents.

Reporting & Follow-Up:

• Prepare regular reports on client enquiries, leads, conversions, complaints, and outstanding issues.
• Track pending client requests and ensure appropriate follow-up.
• Provide feedback to management on recurring client concerns and service gaps.
• Monitor response times and ensure client enquiries are handled within the company's expected service standards.

Requirements

• HND or Bachelor's Degree in Business Administration, Marketing, Mass Communication, Customer Service, or a related field.
• 1–2 years of experience in customer service, client relations, sales support, administration, or a related role.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office, Google Workspace, and Excel.
• Experience managing WhatsApp Business and social media platforms.
• Basic knowledge of content creation and social media management.
• Experience using CRM systems is an added advantage.
• Strong organizational and multitasking skills.
• Excellent attention to detail.
• Ability to work effectively in a fast-paced environment.
• Strong interpersonal and problem-solving skills.
• Ability to handle client information with discretion and confidentiality.