Client Advocate – Remote role in North Africa

Desired Skills and Experience:

• Ability to operate in positions requiring significant self-direction and motivation
• Work in a dynamic environment with a proven ability to balance competing demands and priorities as well as operate independently
• Previous customer service experience will be an advantage
• Contact center experience a plus
• Bachelor’s Degree or equivalent preferred.

Language Requirements:

• French – fluent
• Arabic – fluent
• English – fluent

Responsibilities:

• Manage, maintain and update the company’s customer database for the accounts assigned
• Build, establish and maintain positive customer relationships
• Identify and work with appropriate company’s personnel to resolve customer problems
• Prepare reporting on clients as required by management
• Assist and manage escalations
• Deliver Invoice reviews
• Manage daily client needs via
  • Phone
  • Email
  • Video Conference
• Ensure prompt and accurate answers to clients’ queries
• Communicate product and pricing details clearly
• Coordinate with the leadership on key client updates
• Generate interest and opportunities for other product opportunities
• Manages business reviews with clients
• Negotiate new agreements
• Owns retention efforts in managing churn
• Educates clients on new products
• Manages adds, moves, changes
• Generates referrals, references, and testimonials

Additional Responsibilities:

• Ongoing education in the customer market segments that the company focuses its sales efforts on
• Sales, customer service, and account management education and continuous improvements in selling and account management skills that are provided by the company as well as self-improvement programs

Knowledge and Skills:

• Experience interacting with clients using the telephone, email, and video conference
• Strong communication skills including reading, written and verbal skills that would be normally expected from a college degree
• Ability to persuade and influence others
• Strong interpersonal skills
• Experience with CRM software (e.g. Salesforce)
• Ability to deliver an excellent customer experience
• High degree of professionalism
• Good time-management skills with a problem-solving attitude
• Ability to work effectively in high pressure, competitive and multiple task environments.
• High attention to detail
• Excellent networking, relationship building, communication skills.

KPIs:

• Churn
  • # and % of clients lost
  • # and % of clients in decline
• Strength of Relationship
  • Quantity of contacts in various roles per client
  • Regular proactive communication (monthly)
  • Regular business reviews
  • # of Testimonials
  • # of Referrals
  • # of References
• Revenue Growth
  • $ Growth – MoM/YoY
  • % Growth– MoM/YoY.

Personal characteristics:

• Mental toughness
• Accountability
• Results driven and Goal oriented
• Organization skills
• Team oriented
• Self-motivated and Hungry to learn
• Problem solver
• Willing and able to be moldable
• Personable
• Ability to deal with upset clients and Deescalate
• Reliable

What we offer:

• International company with international mindset.
• Unique team spirit and informal work environment.
• Training opportunities and career growth program.
• Work with talented and collaborative coworkers who will support you and help you grow.
• Additional perks as part of our culture: parties, team buildings, diverse Fun at Work activities every month.