This position requires previous work experience in the field of CX or Customer Service. The role of "Customer Experience Associate" is embedded within the CX department with a dotted reporting line to sales.
Requirements include, but are not limited to:
New Deal Onboarding Support
Support onboarding for new client deals by managing documentation and coordination such as Purchase Order issuance including quote preparation, client system uploads, and collection of onboarding contracts such as remote access or PC rental agreements.
Onboard new contractors by collecting required onboarding documents and conducting onboarding calls to guide them through timesheet submission, project expectations, and key administrative processes.
Proactive Management of the Renewal Process (6-8 weeks before end of contract)Upon confirmation of contract renewals on client and contractor side, execute on administrative dealsheet data entry
Identification of other opportunities within allocated customer base (Lead generation)
Preparation and exchange of all related paperwork and documentation (PO/SOW/SOA/missing documents)
Sending out quotes and offers as an when required
Customer Care
Keep constant contact with assigned contractors throughout the duration of their contract (every 6 weeks) including documentation of follow up in Salesforce
Provides continuous feedback to sales about ongoing projects to ensure stability
Promotion of Share & Earn
Act as the primary contact for freelancers regarding onboarding: Ensure timely start of project, and support smooth transitions into roles.
Close collaboration with the Billing division of CX around timesheet collectionCommunicate contract extensions, renewals, and end dates to both freelancers and clients.
Assist in resolving freelancer concerns regarding payments, work conditions, and administrative issues and escalate issues to sales/recruitment as and when necessary.
Handle offboarding and gather feedback on consultant's performance through K2 Konnect surveys, encourage testimonials, case studies and referrals.Skills and requirements:
Excellent spoken and written English communication skills, the role will support US based consultants and customers
Ability to communicate effectively and professionally with various stakeholders internally and externally
Service oriented mindset and strong customer service skills, problem solving capabilities for daily occurring operational issues in a fast past environment
High attention to detail to ensure accuracy
Effective organization and multi tasking abilities
Preferred:
Experience in document/contract management
Adaptability:
Being able to adapt in an ever-changing, fast paced environment
Desire to constantly improve efficiencies and processes in the workflow
Collaborative teamwork skills
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1ヶ月前
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