Client Success Associate (Colombia)

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.
• Aid 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.

Qualifications

Positive individuals that can thrive in a fast-paced environment.

Diverse customer base spanning multiple industries providing opportunities for a wide range of experiences.