Customer Success Operations Specialist (CSOS)

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