Customer Success Operations Specialist (CSOS)
Salary undisclosed
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As a Customer Success Operations Specialist (CSOS) at Lumitics, you will play a pivotal role in ensuring the seamless operation of our Customer Success Team and the satisfaction of our valued clients. Your day-to-day responsibilities will encompass a range of tasks aimed at enhancing client experiences, resolving issues, and providing crucial support to the Customer Success Manager.
Key Responsibilities:
1) Monitor Device Usage
- Review client data and identify any device usage issues.
- Proactively highlight device usage issues to clients and collaborate with the Customer Success Manager to address them promptly.
2) Email and Messaging Management
- Monitor and respond to client inquiries and messages efficiently through various communication channels, including email and chat apps.
3) Meeting Scheduling
- Assist the Customer Success Manager in scheduling meetings with clients, ensuring a seamless and organized calendar.
4) Administrative Management
- Handle administrative matters during the clients' life cycle.
- Coordinate the onboarding process by sending onboarding checklists, arranging kickoff meetings, overseeing device shipping and assembly, and scheduling training sessions for clients to ensure a smooth transition to our services.
5) Ad-hoc Tasks
- Take on ad-hoc responsibilities, including but not limited to, approving client menu mapping on our internal system.
- Updating and maintaining client information on our CRM.
- Reviewing data tagging discrepancies identified during menu mapping.
- Assisting clients facing usage issues by moving data and providing necessary support.
Criteria
- Degree holder in any discipline
- With 1-3 years of experience in front-facing client roles, background in hospitality and tech would be advantageous
- Apply sound judgment to resolve challenging issues
- Detailed-oriented, organized, and client-focused
- Work effectively with cross-functional teams (hardware, CV, software)
- Proficient in office suite software such as Microsoft Word, PowerPoint, Excel, or their equivalents like Google Suite, Pages, Keynote, Numbers
- Excellent communicator (both written and verbal)
- Excellent at managing their time, can multi-task and thrive when there’s many things happening at once
- Able to communicate effectively in English and Mandarin is a must.
Salary Range: Up to RM 4,000
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