Client Success Coordinator

Position Overview:

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

Primary Responsibilities:

– Schedule regular touchbase calls with clients and virtual assistants to assess performance, address concerns, and provide support.
– Conduct performance evaluations for virtual assistants and coordinate with HR to implement necessary actions.
– Facilitate coaching sessions for virtual assistants to enhance skills and improve performance.
– Coordinate with HR to manage attendance and leave requests of virtual assistants.
– Collaborate with the Recruitment team to facilitate VA replacements as needed.
– Compile and send weekly reports to Operations highlighting key performance metrics and client feedback.
– Maintain an updated master sheet to track the status of clients and virtual assistants.
– Proactively manage client satisfaction, retention, and reduce turnover rate by addressing concerns and providing solutions.
– Identify training needs of virtual assistants and collaborate with HR to develop relevant training programs.
– Monitor VA Whatsapp group chats to stay informed of all communication and address any issues promptly.
– Track violations of virtual assistants and implement appropriate sanctions in accordance with company policies.
– Serve as the primary point of contact for all concerns and issues raised by clients and virtual assistants, and effectively communicate with management to resolve them.

Qualifications:

– Experience in Outsourcing/Staffing industry
– Proven experience in client-facing roles or customer success positions.
– Excellent communication and interpersonal skills.
– Strong organizational and time-management abilities.
– Ability to multitask and prioritize tasks effectively in a fast-paced environment.
– Proficiency in Microsoft Office suite and project management tools.
– Familiarity with virtual assistant services or remote work environments is a plus.
– Demonstrated problem-solving skills and ability to think critically.

Contract: Independent Contractor – Full Time

Work hours: US business hours

Location: Remote Work – WFH Set-Up

Benefits:
– Permanent WFH setup
– Allowances
– Leave credits (accrual on the 1st year)
– Paid US Public Holidays (depending on the client)
– Salary Evaluation: after 6 months

NOTE: Please only apply if you have an experience in a Staffing/Outsourcing company.

For qualified candidates, you may send your updated CV and 2-minute video introduction to Click to view.