We are looking for a Customer Success Manager to join our growing BPO company. You will play a crucial role in optimising how our growing clients base’s customer service teams are on-boarded and operationally managed to ensure each client is delighted by the customer service we provide. By ensuring high performance, consistently good KPIs and outstanding customer satisfaction standards, you will contribute directly to the retention and growth of our client base. By gaining a deeper understanding of the clients and their customers, you will also contribute to process improvement projects by collaborating with our clients and suggesting new features and processes.
What you’ll do
- Work closely with the Associate Director Client Solutions and Team Leaders to assist in winning business and ensuring successful customer service trial periods.
- Provide responsive, empathetic and outstanding support continually to our clients, including through weekly performance meetings, attending trainings and providing process improvement consultations
- Work closely with Team Leaders in order to oversee and be responsible for customer service teams’ KPI metrics with a focus on acting quickly to ensure contractual KPIs are always delivered
- Ensure clients and their wider teams are correctly on-boarded and supported at HelloConnect
- Identify areas of improvement and recommendations across customer service processes to individual’s team members workflows
- Provide weekly KPI reports and presentations to clients as well as ad hoc deep dives
- Be a team members champion and embody HelloConnect’s core values to ensure happy and successful customer service teams.
HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the direct needs of HelloFresh, our solutions are hyper-focused on serving high growth companies located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.
HelloFresh is a global leader in online food e-commerce! With our cooking boxes, we are leading the way in an enormously growing market. With delicious and refined recipes, we deliver the right fresh ingredients – in the best quality and right on your doorstep.