Key Responsibilities:

Client Onboarding and Orientation:

• Guide new clients through the onboarding process, explaining our services and procedures.
• Conduct orientation sessions to familiarize clients with our background verification processes and online platforms.

Proactive Client Support:

• Act as the main point of contact for clients, responding to inquiries and addressing their concerns promptly and professionally.
• Proactively reach out to clients to check on their satisfaction, identify any issues, and offer assistance.

Account Management:

• Develop a deep understanding of each client's unique needs, requirements, and expectations.
• Regularly engage with clients to provide updates on the progress of their verification requests.

Issue Resolution:

• Troubleshoot and resolve any client-related issues or complaints efficiently and effectively.
• Collaborate with internal teams, such as operations and quality assurance, to ensure timely resolution of client concerns.

Upselling and Cross-Selling:

• Identify opportunities to upsell additional services or products that align with clients' needs and enhance their verification process.

Customer Feedback and Insights:

• Gather feedback from clients on our services and relay valuable insights to the management team for process improvement.

Customer Success Metrics:

• Monitor and track customer success metrics, such as customer satisfaction scores, renewal rates, and customer retention.

Renewals and Contract Management:

• Work towards client contract renewals by demonstrating the value of our services and maintaining strong client relationships.

Training and Support:

• Provide training and support to clients on using our online platforms and tools effectively.

Skills and Qualifications:

• Bachelor's degree in Business Administration, Communication, or a related field (or equivalent experience).
• Previous experience in customer success, account management, or customer support roles is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to handle difficult client situations with tact and empathy.
• Ability to build and maintain positive, long-lasting client relationships.
• Detail-oriented and well-organized to manage multiple client accounts simultaneously.
• Familiarity with background verification processes and related compliance regulations is a plus.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.