JOB OVERVIEW
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
How to apply?
Click the link below:
https://vaaphilippines-recruitment.breezy.hr/p/96ccaaec9acd-client-experience-associate
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