Client Success Associate (Internal)

Responsibilities:

• Handle customer interactions across email, phone calls, client portals, and messaging platforms, responding professionally, on time, and in line with company standards;
• Take ownership of customer issues and follow them through to resolution, escalating to senior team members when needed;
• Assist with assigned tasks during the customer onboarding process, supporting a smooth experience for new accounts;
• Keep Zoho CRM updated with accurate records of all customer communications, issues, and follow-ups;
• Collaborate with internal teams including Station Operations, Technical, and Senior Management to address customer needs;
• Promote a positive company image in every interaction;
• Perform daily quality audits of station operations, documenting findings accurately and escalating issues as needed;
• Audit surveillance reports to verify that agents handled transactions correctly and in accordance with company standards, flagging concerns to senior team members as needed;
• Audit company calls and emails to ensure interactions meet company standards, escalating concerns to senior team members as needed;
• Review Great Upload submissions to assess whether reported events meet approval criteria, escalating unclear cases to senior team members;
• Monitor agent Norms compliance across assigned accounts, tracking performance against expected benchmarks and reporting discrepancies;
• Conduct incident reviews, logging all findings and outcomes accurately in the relevant systems;
• Coordinate vendor scheduling administratively, including confirming security guard shifts and maintaining accurate scheduling records;
• Complete data input tasks across relevant systems, ensuring accuracy and flagging discrepancies as needed
• Follow all SOPs and internal procedures, seeking clarification when needed;
• Create daily quality reports summarizing audit findings;
• Attend internal meetings, following up on assigned action items;
• Take on additional tasks as requested.

Requirements:

• Possessing strong Integrity, Commitment, Adaptation, Respect and Excellence
  
• Excellent verbal and written English communication skills
• Applicant has to be Technology Operator as per categorization and in the company not less than 6 months
  
• Extensive knowledge of our customer protocols
• Exceptional customer service skills - ability to quickly react to problems when they occur
• Result focused
  
• Patience and the ability to remain calm in stressful situations
  
• General attendance rate higher than 95% in the previous 6 months
• Ability to accept constructive criticism and work well under pressure
  
• Ability to work the rotational shifts
• Being thorough and paying attention to detail
  
• Possessing high emotional intelligence, in terms of good social skills, self-awareness, self-regulation and attentiveness
• Efficiency and organizational skills
• No disciplinary action in the previous year
  

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