Global Customer Success Operator - Vashi, Navi Mumbai, Maharashtra, India - Aastral International

Aastral International

Verified Company

Vashi, Navi Mumbai, Maharashtra, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Title:
Global Customer Success Operator

Location:
Vashi Navi Mumbai

Reports to:
Client Manager C/o Global Customer Success Lead

Shift:
Morning 6.30 am to 2.30 am or 2.30 pm to 10.30 pm or General Shift

Salary : 18K In Hand

Benefits:

-
5 Days Working:

-
PF:

-
Insurance

Purpose of Function:

The primary function of the Global Customer Success Operator is to support the Global Customer Success Lead, Local/Regional offices & Management in ensuring the implementation and delivery of client requirements.

Duties & Responsibilities:

Oversee and manage the daytoday client delivery process in collaboration with the Global Customer Success Lead and Global/Regional Hubs.
Demonstrate a proven track record of client support.
Be IT savvy and capable of quickly learning/understanding operating systems.
Maintain good commercial relations with clients.
Work to strict deadlines and targets with discipline.
Investigate and resolve queries both internally and externally.
Ensure organized recordkeeping and followup.
Exhibit a high level of Customer Service mentality.
Display flexibility beyond a 95 mentality.

Key Areas of Focus:

Ensure proper understanding and implementation of new requirements agreed with existing clients by hub and regional centres.
Maintain positive commercial relations with clients.
Understand and interpret the contract terms regulating the relationship with clients.
Perform followups on client performance, including reviewing SDI details, clientfocused KPI followup, monthly reporting, maintenance of system logins, and ensuring clientspecific templates are up to date.
Onboard and set up new clients (including trials) in line with client manager/client agreement, involving hub set up, understanding and implementing working/financial procedures by global hub and regional centers, and system setup.
Daily monitoring of initial startup calls at hub and regional/local levels.
Provide remote ongoing training for client staff.

Internal Contacts:

Senior Management
Client Managers
Global Customer Success Lead
Global Hub
Regional Hubs
Local Offices

External Contacts:

Clients

Education and Experience:

Fluent or Advanced English, other languages are advantageous.
Previous experience in customer service.
Knowledge of the Maritime industry.
Experience working in an international hub structure environment.
Organized individual with the ability to analyze and optimize processes.
Strong knowledge and experience with Microsoft Office, including Excel, Word, PPT.
Strong verbal and written communication skills.
Must be able to work in a team environment.
Strong customer service skills, including a professional telephone demeanor.
Must comply with all Client policies and procedures.
Highly motivated and able to meet goals and measurable achievements.