Operations and Customer Success Associate

Role Description

1. Getting on calls with our customers and aligning their counselling sessions with the relevant counsellors.
2. Enabling all our counsellors to get sessions, managing their schedules and connecting them with the customer's requirements.
3. Resolving any challenges that come up before, during and after the counselling session for the counsellor and the customer.
4. Grievance handling, complaint management, dealing with unhappy customers and ensuring their experience is corrected with the right service.
5. Taking feedback from customers - through call and video. Getting customer reviews and testimonials.
6. Creating dashboards and reports for our corporate partners
7. Doing briefing calls with new customers to enable them to understand TMS.
8. Helping with execution when it comes to up-selling/connecting/building a relationship with new and existing customers.
9. Reaching out to past customers to understand their additional challenges, mapping their career journey and supporting them with the right research/information through our content team.