At Lilo Work, we're committed to ensuring that our new customers seamlessly integrate with our service. This is where you come in, as the ideal candidate for our Customer Onboarding Support Assistant role. Your mission is to help our new customers complete the onboarding process with ease, ensuring they don't feel lost after signing up.
Responsibilities:
* Welcome and Provide Next-Step Guidance: Send welcome and next-step messages to new customers, guiding them through the process.
* Check Missing Details: Review onboarding forms to ensure all necessary information is included, preventing delays.
* Track Customer Status: Update the customer's status in the tracker/CRM to keep track of their progress.
* Answer Common Questions: Use the guidance we provide to answer common questions, ensuring clarity and accuracy.
* Handle Incomplete or Unusual Cases: Escalate cases that are incomplete or unusual, following our escalation rules and guidelines.
* Provide Clear and Concise Communication: Write messages and answers that are clear and easy to understand, particularly important for customer information.
Qualifications:
* Friendly, Organized, and Checklist-Focused: A key trait is your ability to handle tasks methodically. You should be comfortable following a checklist and handling customer information carefully.
* Excellent Writing Skills: You need to write clearly and concisely, as your messages will be read by multiple team members. You should also be able to keep detailed notes that another team member can easily understand right away.
* Customer-Focused: You need to be customer-focused, paying attention to their needs and providing the right guidance or assistance.
What We Provide:
* Message Templates: A library of pre-written messages to help you create personalized communication.
* Onboarding Checklist: A comprehensive list of steps to guide customers through the onboarding process.
* Tracker Access: Full access to our CRM system to track customer progress and keep everything organized.
* Escalation Rules: Specific guidelines on how to handle escalated cases, ensuring a smooth workflow.
* Suggestions for Improvement: If you notice recurring confusion, you can suggest improvements, but process changes need approval before being implemented.
Deliverables:
* Updated Onboarding Records: Ensure that all onboarding steps are completed and accurate.
* Completed Follow-Ups: Ensure that follow-up actions are completed as required.
* Weekly Summary: A short summary of customers who are active, pending, or blocked, providing a clear overview of the progress.
Compensation:
* 0 per month
How to Apply:
We're looking for someone who has experience in customer support or onboarding. Please include your relevant experience in your application, and we'll be happy to assist you further.
More information can be found here.
Thank you for considering a role at Lilo Work.
