Business Operations Specialist
6 days ago
We are seeking an experienced Customer Success professional to join our team. As a key member of our customer-facing operations, you will be responsible for ensuring clients achieve their desired business outcomes while using our services.
Key Responsibilities:- New Customer Onboarding:
- Lead the internal team in preparing for client kick-off meetings.
- Review and clarify client requirements, managing any necessary issues or discrepancies.
- Ensure all relevant data is prepared and up-to-date for successful onboarding.
- Categorize and classify customers (e.g., VIP levels).
- Manage expectations and create customized work plans with each client.
- Customer Success Management:
- Align internal teams for seamless service delivery and ensure high-quality support.
- Regularly conduct customer health checks and follow-ups to maintain strong relationships.
- Facilitate recurring team meetings to review client status and progress.
- Identify and address potential risks and gaps, implementing corrective actions as needed.
- Monitor project plan targets and milestones, providing proactive recommendations for improvement.
- Recognize opportunities for customer business growth and suggest additional services to drive revenue.
- Coordinate training for virtual assistants supporting customers, addressing knowledge gaps as needed.
- Organize regular customer surveys and health check meetings to gauge satisfaction and identify areas for improvement.
- Effectively handle customer complaints and lead core teams in resolving problems in a timely manner.
- Manage holiday greetings, promotions, and course communications for clients, enhancing the overall customer experience.
- Identify potential future re-opening opportunities at the end of a contract, driving revenue growth.
- Ensure smooth transitions to replacement virtual assistants in case of resignations.
- Establish and manage escalation paths for critical client issues, prioritizing prompt resolution.
- Client Requests & Support:
- Handle new client requirements or additional support requests, providing tailored solutions.
- Coordinate new service requests, including the provision of additional virtual assistants as needed.
- Manage requests for upskilling of virtual assistants, enhancing their skills and productivity.
- Coordinate changes in schedule or hours as requested by clients, ensuring flexibility and adaptability.
- College Graduate preferred.
- Fluency in English (speaking and writing) is mandatory.
- At least 1-2 years of work experience in Customer Service or Client Handling roles via Chat, Email, and Calls.
- Strong experience and proficiency in Client-Facing roles, with excellent communication and interpersonal skills.
- Good time-management skills, with ability to prioritize tasks and meet deadlines.
- Available for a full-time position, with willingness to undergo training and adapt to new processes.
- Processor: Core i3 or Ryzen 3 and above.
- RAM: 8 GB and above.
- Storage: 112 GB.
- Internet Connectivity: 20 MBPS and above.
The use of mobile phones or tablets is not accepted for this role.
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