Client Success Coordinator

Position Overview:

We are seeking a highly motivated and organized individual to join our team as a Client Success Coordinator. The ideal candidate will be responsible for fostering strong relationships between our clients and virtual assistants, ensuring client satisfaction, and maintaining smooth operations.

Primary Responsibilities:

- Schedule regular touchbase calls with clients and virtual assistants to assess performance, address concerns, and provide support.
- Conduct performance evaluations for virtual assistants and coordinate with HR to implement necessary actions.
- Facilitate coaching sessions for virtual assistants to enhance skills and improve performance.
- Coordinate with HR to manage attendance and leave requests of virtual assistants.
- Collaborate with the Recruitment team to facilitate VA replacements as needed.
- Compile and send weekly reports to Operations highlighting key performance metrics and client feedback.
- Maintain an updated master sheet to track the status of clients and virtual assistants.
- Proactively manage client satisfaction, retention, and reduce turnover rate by addressing concerns and providing solutions.
- Identify training needs of virtual assistants and collaborate with HR to develop relevant training programs.
- Monitor VA Whatsapp group chats to stay informed of all communication and address any issues promptly.
- Track violations of virtual assistants and implement appropriate sanctions in accordance with company policies.
- Serve as the primary point of contact for all concerns and issues raised by clients and virtual assistants, and effectively communicate with management to resolve them.

Qualifications:

- Experience in Outsourcing/Staffing industry
- Proven experience in client-facing roles or customer success positions.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Proficiency in Microsoft Office suite and project management tools.
- Familiarity with virtual assistant services or remote work environments is a plus.
- Demonstrated problem-solving skills and ability to think critically.

Contract: Independent Contractor - Full Time

Work hours: US business hours

Location: Remote Work - WFH Set-Up

Benefits:
- Permanent WFH setup
- Allowances
- Leave credits (accrual on the 1st year)
- Paid US Public Holidays (depending on the client)
- Salary Evaluation: after 6 months

NOTE: Please only apply if you have an experience in a Staffing/Outsourcing company.

For qualified candidates, you may send your updated CV and 2-minute video introduction to Upgrade to see actual info