Client Success

Position Overview:

We are seeking a highly motivated and organized individual to join our team as a Client Success Personnel. The ideal candidate will be responsible for fostering strong relationships among our clients and virtual assistants, ensuring client satisfaction, and maintaining smooth operations.

Primary Responsibilities:

1) Client Engagement:

– Schedule regular touchbase calls with clients to gather feedback, assess satisfaction, and discuss ongoing needs.
– Act as the primary point of contact for clients, addressing inquiries, concerns, and requests in a timely and professional manner.
– Develop strategies to enhance client satisfaction, retention, and loyalty.

2) Virtual Assistant Management:

– Conduct performance evaluations for virtual assistants, providing constructive feedback and support for professional development.
– Coordinate with HR to manage virtual assistant attendance, leave requests, and performance-related issues.
– Facilitate coaching sessions and training programs for virtual assistants to improve skills and enhance performance.

3) Operations and HR Coordination:

– Collaborate with HR and Recruitment teams to ensure seamless onboarding and offboarding processes for virtual assistants.
– Track virtual assistant performance metrics, attendance, and leave records, providing regular updates to Operations.
– Identify training needs and opportunities for process improvement within the virtual assistant division.

4) Client and Virtual Assistant Communication:

– Monitor virtual assistant Whatsapp group chats and other communication channels to stay informed of updates, issues, and concerns.
– Maintain regular communication with both clients and virtual assistants to address any issues or conflicts promptly and effectively.

5) Reporting and Documentation:

– Compile and analyze weekly reports on client satisfaction, virtual assistant performance, and key metrics for management review.
– Maintain accurate records of client interactions, virtual assistant assignments, and performance evaluations.

Qualifications:

– Solid experience in the Outsourcing/Staffing industry
– Proven experience in client-facing roles or customer success positions.
– Excellent communication and interpersonal skills.
– Strong organizational and time-management abilities.
– Coachable and open to feedback
– Ability to multitask and prioritize tasks effectively in a fast-paced environment.
– Proficiency in project management tools such as Slack, Google Workspace, and Zoho.
– Familiarity with virtual assistant services or remote work environments is a requirement.
– Demonstrated problem-solving skills and ability to think critically.