Client Success Associate (Colombia)

Job description

Company Overview: BVP takes pride with Excellent Customer Service! Today, we serve some of the world's largest corporations, providing excellent customer service, and operational support 24/7/365. BVP employs over 400 professionally trained teammates globally and plans to continue to grow at over 30% each year. BVP's well-integrated technology solution allows for seamless integration and collaboration between North American and Colombian teammates. Our strong belief is that any work function that can be digitized, can, and eventually will be operated remotely. BVP, an essential service, is proudly serving other essential services making it recession proof and stable during all economic cycles. BVP Colombia is headquartered in Bogota. To learn more about our culture, kindly visit our website About the Opportunity: If you are looking for a permanent long-term placement where you will have an opportunity to always see what the world will look like 10 years ahead, join our team today. Taking part in one of the fastest-growing technology companies will enable you to work with a team that values harmony and collaboration. We are looking for positive individuals that can thrive in a fast-paced environment. Our diverse customer base spans multiple industries and will provide you with an opportunity to gain a wide range of experiences. Responsibilities: ● Handle customer interactions across email, phone calls, client portals, and messaging platforms, responding professionally, on time, and in line with company standards; ● Take ownership of customer issues and follow them through to resolution, escalating to senior team members when needed; ● Assist with assigned tasks during the customer onboarding process, supporting a smooth experience for new accounts; ● Keep Zoho CRM updated with accurate records of all customer communications, issues, and follow-ups; ● Collaborate with internal teams including Station Operations, Technical, and Senior Management to address customer needs; ● Promote a positive company image in every interaction; ● Perform daily quality audits of station operations, documenting findings accurately and escalating issues as needed; ● Audit surveillance reports to verify that agents handled transactions correctly and in accordance with company standards, flagging concerns to senior team members as needed; ● Audit company calls and emails to ensure interactions meet company standards, escalating concerns to senior team members as needed; ● Review Great Upload submissions to assess whether reported events meet approval criteria, escalating unclear cases to senior team members; ● Monitor agent Norms compliance across assigned accounts, tracking performance against expected benchmarks and reporting discrepancies; ● Conduct incident reviews, logging all findings and outcomes accurately in the relevant systems; ● Coordinate vendor scheduling administratively, including confirming security guard shifts and maintaining accurate scheduling records; ● Complete data input tasks across relevant systems, ensuring accuracy and flagging discrepancies as needed ● Follow all SOPs and internal procedures, seeking clarification when needed; ● Create daily quality reports summarizing audit findings; ● Attend internal meetings, following up on assigned action items; ● Take on additional tasks as requested. Employee Compensation Package & Perks: Opportunity to be part of a team of ambitious, talented people with diverse backgrounds and style We are all striving to continuously learn and improve Opportunity to be creative and innovative, we love new ideas Company organized events Annual Performance Reviews Dynamic and modern office space including a spacious lounge where employees can relax and enjoy *Please make sure to submit your CV in English.