Client Specialist

 

Description:

The role offers excellent career progression opportunities subject to performance, and meeting KPIs. As a client specialist, you will be responsible for assisting the sales, marketing and operations staff in all aspects of sales conversion and account management. You will process client requests by email and ensure a smooth and satisfactory experience for them, following our practices and guidance. Necessary training will be provided.

 

Your main duties will include some combination of the following:

 

• Onboarding and conversion related work

o Complete ID verifications

o Match guests with suitable host families

o Send out agreements

o Issue invoices and check & coordinate payment statuses

o Responding to customer inquiries

o Collect and utilize customer feedback for service improvement

 

• Profile and Host Management

o Create and manage host profiles with accurate property details

o Manage the agreement signing by the clients

o Update host availability, review and adjust host rates as needed

o Keep host profiles up-to-date and appealing for readers

o Re-engage inactive host families as necessary

 

• Marketing and Administrative Support

o Updating/retrieving information from CRM system

o Managing customer chat requests and replying to emails and inquiries to provide

requested information

o Drafting content for social media accounts

o Preparing and sending marketing information and proposals

o Conducting online research

o Scheduling online meetings and appointments

o Overseeing the work of contractors

o Compiling weekly operational reports

o Managing regular newsletters

o Creating marketing materials

o Updating website or online account contents

o Recruitment related activities

o Other operational assignments

 

Requirements:

 

- Excellent communication and interpersonal skills, both written and verbal

- Project Management Mindset, thinking and acting methodically

- Strong proficiency in English

- Bachelor or Master degree in Marketing, Business Administration, Engineering

- 3-4 years of experience in customer service, project management, HR or other relevant role

- Ability to handle multiple tasks and prioritize effectively

- Attention to detail and accuracy

- Problem-solving and conflict resolution skills

- A positive and flexible attitude

- Proven track record of and strong interest in delivering great customer experience