Client Support/Marketing Associate

THE ROLE

We are looking for a full-time Client Support/Marketing Associate to perform customer support and client management functions. We have an increasing number of customers who engage with us from various channels who we want to understand better and engage back with, which we can convert into paying customers.

Our aim is two-fold – KPIs. The duties and responsibilities include, but not limited to:

KEY RESULT AREA #1 – Contact to Sale Conversion

Drive Signups and revenue through engaging with potential and existing customers – Target per month £10,000 in revenue

This will be achieved through
Answering and reaching out to people who ask questions on our website about our products and services
Contacting and converting into paying customer the signups to our Facebook Group
Contacting and convert to paying customer, signups to our various download pages
Answer questions and having private conversations with customers on our Facebook group
Host, engage and sell to our customers on live 1-2-1 and 1-2-many Q&A calls for services such as the VA Academy, USS and FTF leads

This will be measured through conversions in Zoho CRM
Contacted leads
Closed leads
Build up a database on leads
Other metrics
Enquires to conversions
Contact conversions – Analytics, CRM, and WordPress

KEY RESULT AREA #2 – Client Support

Understand our customers better to drive improvements in our service. Listen to our customer issues on social media and reach out to them to resolve them privately.

Document, screen capture and text capture any and all feedback
Save customer feedback images here
Using lightshot save image to folder
Share positive feedback in the internal chat
Compile commonly asked questions and responses. Build a Knowledge Base by collecting all the frequently asked questions and responses

Document common questions and give feedback on how we can improve to better serve our customers. This includes:
Questions asked through chat, Facebook group, Facebook chat, emails, Customer Service issues logged through the website, etc.
Record this on ZoHo Desk/ZoHo Sales
This will be achieved by:
Answering Zoho chatbot sales and support sales questions
Being the 1st line support and answers to emails in the support and marketing email channels
Answering Facebook /Instagram business chat channels
Resolving Customer Service issues logged in the website
Escalating to proper department as necessary
Following through of resolution

Whilst we expect you to provide feedback to the department heads on how they can improve their service offerings, we also expect you to create process and business improvements in your own offer (customer sales and service), IE how you interact with customers, recording all the frequently asked questions and responses, etc.
We will also be placing a heavy focus on automation and efficiencies to keep costs low within the business
Host a one-hour company feedback session inside the company
Once per month host a 1-hour feedback session with the leaders of the various departments about our range of products, services, and marketing
1 hour is to be broken down into a 20-minute presentation and 40 minutes Q&A
Presentation is to show the voice of the customer, which will discuss each of the following areas:
For each product & service (FTF Leads UK, FTF Leads USA, VA Academy, USS)
Before signup
Most common questions
Why they like our service
Their current situation
Whilst using the service
Common questions / Issues
What improvements they want to see
Strength, weakness, Opportunities and Threats
For our website/marketing
How did our visitors find out about us
Anything else

KEY RESULT AREA #3 Project Management
Collaborate with different departments/ business units for all any related projects and programs
Performance Metrics: Project Timelines, Milestones

THE REQUIRED COMPETENCIES

At least college graduate with Business Management any related course
At least 5 years working experience
At least 3 years experience in customer service support role, client management, sales, telemarketing
SME experience is a plus

TECHNICAL KNOW-HOW
Client Management
Inbound Sales
Customer Service
Escalation process

SOFT SKILLS
Communication Skills; fluent in English (essential) – spoken and written
Strong communication and negotiation skills
Business Acumen
Customer Service Skills
Analytical and Problem-Solving Skills
Management and leadership skills
Teamwork/Interpersonal Skills
Research Skills – Business Intelligence, Competitor Analysis, Voice of the Customer, Market Research

TECHNOLOGY SKILLS
Google Suite
MS Office Applications
Communication Media – Slack, WhatsApp, Facebook Messenger, Skype, Zoom, Trello
CRM tools
Strong systems aptitude

OTHER SKILLS
Demonstrated ability to solve problems
Detail-oriented with the ability to rapidly learn and take advantage of new concepts
Has initiative, passion for excellence
Willingness to perform various functions
With high regard for Integrity, Excellence, Continuous Learning, Teamwork, and Creative Thinking/Innovation
Comfortable working in a fast-paced and digitally centric environment
Process compliance

THE REQUIRED TOOLS

Desktop/laptop
Computer specs:
Processor – i5 or higher
RAM – 8 GB or higher
A fast and stable internet connection (at least 15 MBPS) and with a back-up internet (eg pocket wifi)
Noise-canceling headphones
Web camera
Skype for video calls
Quiet and professional workstation

THE OFFER

Full-time career
Opportunity to learn different facets of the e-Commerce operations
Career advancement opportunities
Monthly salary: minimum Php 25,000.00 NET, payable twice a month
Nighttime shift and weekend work (8 hours/day; 5 days/wk)
Incentive (as per eligibility)
Monthly Internet Subsidy of Php 1,000 upon hiring
Onboarding Tools (headset and webcam) 3 months after hiring
Paid Trainings
Paid Holidays
Personal Days/Leave
13th-month bonus

HOW TO APPLY

Please apply through Click to view/work-for-us?source=Online_jobs
Kindly send a link to your comprehensive resume

ABOUT US

To learn more about us, visit our site: Click to view/ and our YouTube Channel: Click to view/c/FastTrackFBA/

Good luck and we are excited to hear from you!