Key Responsibilities:
Customer Onboarding & Omni- Channel Service Support:
➢ Collect feedback and track new customer sentiment throughout the onboarding process and provide direction on One IBC services.
➢ Identify customer needs, transfer allocation to customer consulting team to closely follow needs. ➢ Act as the main point of contact for client inquiries via email, phone, and live chat, ensuring timely and professional responses.
➢ Assist in developing consistent service processes across all communication channels (website, email, phone, live chat, social media, etc.) Ensure continuity and consistency in customer experience.
Client Relationship Management via Client Portal:
➢ Build and maintain strong relationships with clients to understand their needs, preferences, and feedback.
➢ Regularly follow up with clients to ensure they are satisfied and receiving value from One IBC’s services.
Complaint Handling & Issue Resolution:
➢ Conduct root cause analysis to identify underlying issues and ensure sustainable resolutions.
➢ Negotiate and mediate between stakeholders to reach positive, win- win outcomes.
➢ Proactively handle complaints from clients and providers (suppliers/partners/resellers) with professionalism and empathy.
➢ Escalate complex cases to the Customer Success Manager when necessary and ensure solutions are communicated clearly to the client.
Service Improvement & Feedback Loop:
➢ Collect and analyze client feedback to identify areas of improvement in service delivery.
➢ Propose actionable recommendations and initiatives to enhance customer satisfaction and retention.
➢ Document recurring issues and provide structured feedback to internal teams for continuous improvement.
Cross- functional Collaboration:
➢ Work closely with Sales, Operations, Compliance, and other teams to ensure smooth service delivery and consistent communication.
➢ Participate in team meetings to share client insights and contribute to strategic planning.
Quality Assurance (QA) & Quality Control (QC) Support
➢ Participate in service evaluations across various touchpoints (calls, emails, chats)
➢ Coordinate with relevant teams to address complaints, feedback, and quality- related risks
Requirements:
● Problem- solving skills with the ability to think critically and handle complex situations calmly.
● Ability to work 24/7 independently and collaboratively.
● Bachelor’s degree in Law, Business Administration, Communications or related field.
● Analytical mindset with the ability to research, identify root causes, and propose effective solutions.
● Familiarity with CRM systems and customer support tools (e.g. Salesforce, HubSpot, Zendesk,…).
● Attributes: Strong sense of empathy, patience, customer- first mindset and capable of working under pressure.
● Knowledge or understanding of corporate services or compliance processes is advantageous.
● 1+ year of experience in Customer Service, Client Success,… preferably within a professional services, Call Center/BPO or B2B environment.
● Excellent communication skills in English (additional languages are a plus).
Benefits:
● Be guided and work with experienced consultants in the corporate services industry.
● Health insurance & Social insurance.
● A competitive salary with a fixed 13th- month salary and a variety of allowances.
● Additional 10% salary bonus on national holidays (April 30, September 2, and January 1).
● Project- based bonus depending on business situation and revenue (if any).
● Allowances as per labor laws (Children’s Day, Mid- Autumn Festival, Weddings, Maternity, etc.).
● Professional and technical training support during the probation period.
● Support technical training and guide to use the CRM software.
