Client Experience Associate ID-1103

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The Role

The Client Experience Associate manages customer onboarding, ensuring all relevant data and documentation are prepared for meetings. They oversee customer success through regular health checks, managing expectations, and addressing issues as they arise. This role also includes tracking business growth opportunities and facilitating responses to customer requests and complaints, ensuring a smooth transition for any changes in customer support staff.

Summary Generated by Built In

Company: VAA Philippines

Our team is hiring for: Client Experience Associate
Rate or Salary range per hour: $3.5
Work Remotely?: Yes
Work Hours and Schedule: Full time
Work Duration: Depends on your performance, preferably long term
Must be residing within the Philippines?: Yes
Must have a backup device (Desktop/Laptop)?: Yes

JOB DESCRIPTION:

New Customer Onboarding

Other Jobs You May Be Interested In

– Lead the core team to prepare for the Kick off meeting
– Review the requirement list and manage clarification issues
– Ensure to prepare all relevant data for the kick off meeting
– Review the customer data – KYC (Know Your Customer)
– Customer classification (VIP- Might define 3 levels TBD)
– Customer profile (Based on guidelines)
– Managing set expectations and work plan with the customer
– Based on model of support , in case of Project , create plan with Milestones and target dates

Customer Success

– Ensure the team are aligned in case more then one VA supporting
– CE follow up health checks
– Internal team recurring meeting review status
– Manage risks , gaps – Identify , apply action plans for corrective actions , notify relevant stakeholders
– Track project plan targets and milestones
– Identify potential customer business growth -potential services
– Identify elements to track business growth
– Identify relevant training for VA supporting the customer (if gaps promote knowledge training)
– Customer survey /health check meetings
– Handling customer complains
– Lead the core team to resolve the complains/problems
– Holiday greetings , promotions ,courses
– End of Contract – identify potential future reopen
– Resignation of VA – smooth transition to replacement VA
– Escalation path

Customer Requests

– New requirements – additional support/training
– New service request – additional VA
– Upskill of VA
– Change of schedule/hours

JOB QUALIFICATIONS:

– College Graduate
– Must be fluent in English (speaking and in writing)
– Must have at least minimum of 1-2 years work experience in the Customer Service Client handling via Chat, Email and Calls
– Must have have strong experience and proficient to work with Client Facing
– Good time-management skills
– Available for a full time job

SYSTEM REQUIREMENTS (MAIN DEVICE):

Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent. The use of mobile phones or tablets is not accepted.
RAM: 8 GB and above
Storage: 112 GB
Internet Connectivity: 20 MBPS and above (both for Download and Upload Speed)

 

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