Activation Specialist/Onboarding Specialist

Job Title: Client Care Specialist

Client Industry: IT Industry

Location: Remote

Position Overview

RecruitGo is in search of a Client Care Specialist who will be working with our client based in Singapore. In this role, you will be responsible for leading the clients through the platform and program(s) activation journey so all functionality of the platform and program(s) can be used and they can commence their paid subscription partnership.

Aside from your established skills and expertise, we are also looking for someone innovative, empathic and community-oriented, adaptable and flexible, detail-oriented, a self-starter, and possessing impeccable communication skills in both written and verbal using the English language . 

Responsibilities:

Activation Specialist:

• Following connection from Customer Success Consultant (CSC) with newly won clients.
• Lead each client through an efficient and effective set-up and activation of purchase program (s)
• Engage with clients and ensure that they understand the journey, actions, roles and accountability to move through the activation process; clear, supportive communication   and follow-up is key.
• Track all activities in customer relationship management (CRM) system
• Complete tests to ensure the program solutions' full capabilities are enabled to qualify for   activation.
• Rapidly escalate any obstacle that is stopping the activation timeline goal. If related , to the owning CSC and if technology-related, to the technology support team.
• Maintain a robust working knowledge and understanding of how to connect and troubleshoot the various PMS systems the platform connects with. Including troubleshooting   through continued research and education.
• Maintain and enhance internal documentation that defines the setup process for each PMS and USG program

Help Desk Specialist

• Tickets will be received through the company's online ticketing system and will be managed to succeed in conclusion through a combination of email responses, live reviews,   online chats, and video/audio calls
• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge base of help desk procedures, products, and services

Qualifications

• 3+ years of customer service experience
• Strong technical understanding, having prior experience in providing technical support
• Excellent interpersonal verbal and written communication skills– able to build support remotely with external customers and in person and remotely with internal   customers and peers
• Ability to manage customer issues efficiently and effectively
• Ability to multitask efficiently
• Self-motivated and driven to provide the best customer experience
• Knowledge of the hotel and hotel tech industry

Why RecruitGo?

RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

• Diverse Challenges : Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding.
• Team Collaboration : Join forces with a supportive team, where your insights and contributions are valued.
• Inclusivity : Be part of an inclusive and diverse workplace that values your contributions.