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Customer Success Manager

2 months ago

Dubai, Dubai, United Arab Emirates Asterix Communications Full time
About the Role

Asterix Communications is seeking a highly skilled and experienced Customer Success Manager to join our Golden Visa and Freelancer Division. As a key member of our team, you will play a pivotal role in ensuring a seamless experience for our clients throughout the visa application process.

Key Responsibilities:
  • Client Onboarding and Proactive Communication:
    • Guide clients through the onboarding process, providing handholding support and ensuring a smooth transition.
    • Maintain proactive communication with clients throughout the visa application process, addressing queries, providing updates, and offering assistance, as required.
  • Upselling Premium Services:
    • Identify opportunities to upsell premium services to clients, including expedited onboarding times and premium medical assistance.
    • Collaborate with sales and marketing teams to develop strategies for promoting premium services and maximizing revenue.
  • Technology Utilisation and CRM Management:
    • Utilise technology to streamline operations and enhance customer experience.
    • Create and maintain accurate records in the CRM system, ensuring all client interactions and transactions are properly documented.
    • Stay updated on industry-leading tools and platforms to optimise processes and improve efficiency.
  • Compliance and Risk Management:
    • Ensure compliance with relevant regulations and company policies throughout the customer journey.
    • Identify and mitigate potential risks associated with the visa application process, taking proactive measures to safeguard client interests.
  • Client Advocacy:
    • Serve as the primary point of contact for clients, advocating for their needs and preferences within the organization.
    • Gather feedback from clients to identify areas for improvement and drive initiatives to enhance customer satisfaction.
    • Build strong relationships with clients to foster loyalty and promote long-term partnerships.
  • Knowledge Base Development:
    • Monitor team communication and develop and maintain comprehensive knowledge base with AI functionality to establish the organization as a market leader in UAE Visa knowledge.
    • Curate relevant information and insights to empower teams and enhance decision-making and enhance automated customer service interactions.
    • Promote knowledge sharing and continuous learning across the organization.
Qualifications:
  • Bachelor's degree in Business Administration, Hospitality Management, or related field.
  • Proven experience in customer success or account management, preferably in the immigration or legal services industry.
  • Strong communication skills with the ability to effectively engage with diverse stakeholders.
  • Tech-savvy with proficiency in CRM systems and other relevant tools/software.
  • Excellent problem-solving abilities and attention to detail.
  • Knowledge of compliance and risk management principles.
  • Ability to work independently and prioritize tasks in a fast-paced environment.

If you are passionate about delivering exceptional customer experiences and thrive in a dynamic, client-focused environment, we encourage you to apply for this exciting opportunity as a Customer Success Manager in our Golden Visa and Freelancer Division.