Client Experience Associate

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

- 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)

SYSTEM REQUIREMENTS (BACKUP 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: 4 GB
Storage: 112 GB
Internet Connectivity: 10 MBPS