VAA Philippines is looking for a Customer Success Virtual Assistant to ensure our clients achieve their desired outcomes while using our services. In this role, you will be the primary point of contact, fostering long-term partnerships and proactively managing relationships for mutual success.
What You'll Do
- Lead the core internal team to prepare for client kick-off meetings.
- Review client requirement lists and manage clarification issues.
- Ensure all relevant data, including KYC and customer profiles, is prepared for kick-off.
- Categorize and classify customers (e.g., VIP levels).
- Manage set expectations and create work plans with customers, including milestones and target dates for projects.
- Ensure internal teams and VAs are aligned for seamless service delivery, especially when multiple VAs are supporting a client.
- Conduct regular customer health checks and follow-ups.
- Facilitate internal team recurring meetings to review client status.
- Identify and manage risks and gaps, applying action plans for corrective actions and notifying relevant stakeholders.
- Track project plan targets and milestones.
- Identify potential customer business growth opportunities and suggest additional services.
- Coordinate relevant training for VAs supporting customers if knowledge gaps are identified.
- Organize customer surveys and health check meetings.
- Handle customer complaints and lead the core team to resolve problems.
- Manage holiday greetings, promotions, and course communications for clients.
- Identify potential future re-opening opportunities at the end of a contract.
- Ensure a smooth transition to replacement VAs in case of VA resignations.
- Manage escalation paths for critical client issues.
- Handle new customer requirements or additional support requests.
- Coordinate new service requests, including the provision of additional VAs.
- Manage requests for upskilling of VAs.
- Coordinate changes in schedule or hours as requested by clients.
What We're Looking For
- Must be fluent in English (speaking and in writing).
- Must have at least a minimum of 1-2 years work experience in a Customer Service or Client Handling role via Chat, Email, and Calls.
- Must have strong experience and be proficient in Client-Facing roles.
- Good time-management skills.
- Available for a full-time job.
- Willingness to undergo training and adapt to new processes.
Nice to Have
- College Graduate
Work Mode
This is a global position.
