Virtual Customer Support / Personal Assistant

Job Summary You will manage the relationship with a select group of high-value members ensuring high individual engagement, satisfaction, loyalty, retention and perception of value. You will act as their primary contact and to proactively communicate with them (or their relationship manager) on a day to day or week to week basis. You will strengthen each relationship by deeply understanding each member’s unique lifestyle, preferences and needs, and to ensure services offered are personalised and of the highest quality. Main Duties Relationship management To cultivate a strong personal relationship with each member To manage each member’s experience, ensuring high individual engagement, satisfaction, loyalty, retention and perception of value To ensure the members receives a warm and highly-personalised introduction to the company To ensure that each individual member’s unique and changing lifestyle, needs and preferences are thoroughly understood To regularly communicate with the member, both in person, at face-to-face meetings and by phone To act as the member’s key contact, ensuring maximum personal availability during working hours Request handling & CRM To ensure that all client requests are fulfilled to the highest levels of personalisation and quality To ensure that recommendations and options presented to clients offer the best possible value at all times To ensure that clients are assured of the progress in fulfilling their requests by setting expectations, agreeing response timeframes, and delivering regular updates To ensure that any problems are resolved professionally and to the clients full satisfaction To ensure that a detailed, accurate and up to date CRM profile is held for each client Skills and Knowledge Requirements 1-3 years experience in a Client or Customer Service role Excellent communicator Impeccable personal presentation and delivery Fluent in English. Other languages are advantageous, especially Khmer, Vietnamese and Mandarin Able to effectively manage requests from initiation to completion Able to prioritise work, meet deadlines, make decisions and communicate effectively under pressure Able to react and adapt quickly to new requirements and processes Creative problem solver Strong organisational skills Meticulous attention to detail Strong IT & CRM systems skills, experience with Salesforce is advantageous Experienced in dealing with confidential information using discretion and sensitivity at all times Strong people management skills