You have strong customer facing experience in your chosen area of expertise (either
a specific BPO role or a particular industry segment)
You are an expert communicator - written and verbal .
You have good commercial acumen to understand our MSA / SOW’s and articulate
the impact to clients.
You understand your clients and their business and collaborate with them to
mutually grow business together.
You have a strong service acumen and understand the value of setting SLA and KPI’s
which align to the customer experience.
You will work with across cross-functional teams, especially operations to manage
customer challenges to a resolution that satisfies the customer, our staff and
Complaints and confrontations - able to listen and understand the customer's
issue.. -Dissect the issue (deep dive into the "actual" issue). Listen, Understand,
Asses, Present a solution.
You are the customer advocate. You own their issues and you can confidently
navigate and collaborate with business leaders until their issues are resolved. You
keep clients updated on your progress
You collaborate well with other teams across the organization and you remain
focused on quality output
You are seen as the Go to person for your clients and within cloudstaff
You can handle difficult situations with clients (ie) Collections.
You provide the transitional link from sales to operation and ensure that we give
the customer a Hyper Care experience during the on-boarding process
You find reasons to be continually engaged with your client and you love it!