Customer Success Coach
SUMMARY:
The Customer Success Coach is to coordinate tailored language learning programs to support professionals and their families; to engage, coach, and increase utilization among our customers. Also providing support and top-notch customer service experience for all our customers.
RESPONSIBILITIES:-
Drive a high level of customer and client satisfaction while managing large caseloads
-
Cultivate and manage positive client relationships with corporate relocation management companies to ensure Global LT as the preferred language training supplier
-
Counsel customers on authorized relocation benefits provided by their employer
-
Manage all activities, including those performed by third party suppliers related to the transfer process.
-
Lead point of contact and coordination for all assignment components – including internal and external points of need.
-
Carry out the pre-assignment briefing and orientation with the authorized participant on the client’s policy and/or benefit. Need to be comfortable on the phone talking to many different level employees.
-
Provide continuing coaching and support to clients and participants maintaining regular contact throughout the assignment.
-
Build productive and effective relationships with clients, participants and direct suppliers as well as within Global LT.
-
Maintain data integrity, including updating Global LT’s database, providing the required data to produce ongoing status reports.
-
Initiate customer satisfaction surveys when client policy allows.
-
Undertake other tasks as required
-
Adhere to Global LT’s Standards of Excellence in all aspects of the assignment process.
-
Meet company metrics for customer satisfaction, utilization, responsiveness and company goals.
EDUCATION AND/OR EXPERIENCE:-
Proficiency in English is required
-
Sales experience would be an asset but not required
-
Bilingual in English and at least one other language
QUALIFICATIONS:-
Proficient with PC and Microsoft Office such as Word, Excel, PowerPoint, Outlook
-
Must have strong organizations skills and be detail-oriented and organized, methodical with an analytical approach to work
-
Ability to deal with multitasking under continuous high-pressure situations
-
Excellent written and communication skills
-
The ability to communicate clearly and professionally
-
Strong customer service focus
-
Work well within a team with good trouble-shooting and conflict management skills
-
Shows initiative and creativity; be self-motivated
-
The ability to upsell products
tzSiOHmHOp
