Virtual Assistant (Customer Success Executive)

At Miraco, we are on a mission of advancing health and improving lives. Our goal – to relieve 1 billion people in the world of pain and discomfort. If you have or had a loved one suffering from any health ailments, join us to make a difference in reducing the suffering others have to endure.

By being ethically responsible, we have accumulated a portfolio of evidence-based healthcare products that meet the highest quality standards for the past 20 years. By striving for excellence and continuous progress, we support the growth of our healthcare community with high service standards and continuous education of healthcare professionals and the public alike.

As a Customer Success Executive, you will be responsible for ensuring maximum customer satisfaction by working with the team to respond to communication across multiple channels and service our customer accounts by ensuring that their orders are processed and that there is sufficient inventory to fulfil their orders.

You will also work closely with the fulfilment team to ensure that our warehouse is well-stocked, equipped and maintained to process daily orders as part of the end-to-end customer journey.

The management team highly values the pursuit of excellence, and so there will be continuous experiments and adjustments made to operational processes in order to achieve maximum efficiency, accuracy, customer satisfaction and cost savings, which you will need to adapt to.

Primary Responsibilities:

-Responding to communication across multiple channels, following up internally where necessary, e.g. getting recommendations from pharmacists, processing orders and coordinating delivery schedules with the fulfilment team, procuring reviews to pass to the marketing team, etc.
-Participate cross-functionally in the team as part of the complete customer experience journey, especially relating to fulfilment and sales
-Monitor inventory count and physical stock levels and liaise with suppliers to restock or troubleshoot as necessary
-Own the upkeep and usage of a CRM to record customer purchases and requests, thereafter identifying patterns to maximise upsells, cross-sells and customer delight, e.g. sending birthday messages, automatically applying bonusing based on past purchase records and agreements
-Assist the Operations Manager to optimise, automate and document refined operational processes to achieve greater accuracy, efficiency, customer satisfaction and cost savings
-Act as a backup for team members in case they are unavailable e.g. be ready to respond to inquiries, process orders, etc. as well

Requirements:
-Experience in customer service and/or B2B account servicing that requires cross-functional collaboration
-Proven ability at setting up and utilising a CRM for a small B2B business
-Proficient at utilising computer software for reporting and analysis e.g. Microsoft office including Excel
-Positive attitude with progressive mindset and problem solving skills
-High attention to detail and good communication skills

Preferred:
-Proven ability to handle difficult situations in customer servicing and upselling
-Proven ability to utilise advanced tools for data visualisation and analysis

Summary of role requirements:
-Looking for candidates available to work on weekdays
-2-3 years of relevant work experience required for this role
-Working rights required for this role