Description
Our UK-based client is seeking a Client & Operations Executive to deliver a smooth, seamless experience for both customers and coaches. From the initial contact onward, you’ll be responsible for ensuring that each customer’s journey is straightforward, supportive, and leaves them feeling valued and delighted. The ideal candidate is someone who genuinely enjoys helping others and takes pride in making a positive impact. They are looking for a highly communicative person who brings kindness, anticipation, empathy, and efficiency to every interaction. You’ll need to work with precision and take satisfaction in following processes carefully, while also having the ability to “zoom out” from daily tasks to identify opportunities for improving processes that benefit both the company and its clients.
This is a remote position open to those living anywhere in South Africa.
Duties & Responsibilities
- Delivery of all post-sales activity to provide a seamless and efficient experience for our clients and our coaches
- Taking ownership of incoming client queries via phone, email & chatbot, anticipating their needs, and independently resolving issues
- Meticulous, systematic and accurate use of CRM (Hubspot), working within defined processes, whilst working with Operations Director and wider team to improve efficiency
- Providing excellent customer service to all our clients, at every stage of the client journey. Proactively identifying opportunities to improve the client experience and working with the team to implement them.
- Supporting Client Success Managers (CSMs) with all non-commercial activity
- Some soft sales activities such as pre Taster calls, post Taster calls and post course calls
- Working with marketing to strategise and implement plans for increased customer satisfaction and retention
- Review & implementation of post-course feedback – we’re looking to continuously improve, so expect you to question process and innovate
- Positively handling cancellation requests in line with retention procedures
- Project managing various client / product related projects, depending on business priorities
- Maintenance & improvement of day to day operational flow and system management
- Point of liaison between Client Success (sales) team, coaching team and clients
- Providing feedback and support to coaches
Skills, Experience & Requirements
- Forward thinking and proactive
- Enjoys regular client and team interactions over the phone
- Capable, ferociously organised and a high attention to detail
- Client management experience
- Experience using a CRM is highly desired
- Experience of process improvement and implementation
- Passionate about personal development and has the drive to learn about business
- Calm & level-headed when managing multiple priorities
- Has a strong work ethic, and who is willing to help other team members
- Excellent written and verbal communication skills
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.
