Global Customer Success Operator

6 days ago

Vashi Navi Mumbai Maharashtra, India Aastral International Full time

**Job Title: Global Customer Success Operator**

**Location: Vashi Navi Mumbai**

**Reports to: Client Manager C/o Global Customer Success Lead**

**Shift: Morning 6.30 am to 2.30 am or 2.30 pm to 10.30 pm or General Shift**

**Salary : 18K In Hand**

**Benefits**:

- **5 Days Working**:

- **PF**:

- **Insurance**

**Purpose of Function**: The primary function of the Global Customer Success Operator is to support the Global Customer Success Lead, Local/Regional offices & Management in ensuring the implementation and delivery of client requirements.

**Duties & Responsibilities**:

- Oversee and manage the day-to-day client delivery process in collaboration with the Global Customer Success Lead and Global/Regional Hubs.
- Demonstrate a proven track record of client support.
- Be IT savvy and capable of quickly learning/understanding operating systems.
- Maintain good commercial relations with clients.
- Work to strict deadlines and targets with discipline.
- Investigate and resolve queries both internally and externally.
- Ensure organized record-keeping and follow-up.
- Exhibit a high level of Customer Service mentality.
- Display flexibility beyond a 9-5 mentality.

**Key Areas of Focus**:

- Ensure proper understanding and implementation of new requirements agreed with existing clients by hub and regional centres.
- Maintain positive commercial relations with clients.
- Understand and interpret the contract terms regulating the relationship with clients.
- Perform follow-ups on client performance, including reviewing SDI details, client-focused KPI follow-up, monthly reporting, maintenance of system logins, and ensuring client-specific templates are up to date.
- Onboard and set up new clients (including trials) in line with client manager/client agreement, involving hub set up, understanding and implementing working/financial procedures by global hub and regional centers, and system setup.
- Daily monitoring of initial start-up calls at hub and regional/local levels.
- Provide remote ongoing training for client staff.

**Internal Contacts**:

- Senior Management
- Client Managers
- Global Customer Success Lead
- Global Hub
- Regional Hubs
- Local Offices

**External Contacts**:

- Clients

**Education and Experience**:

- Fluent or Advanced English, other languages are advantageous.
- Previous experience in customer service.
- Knowledge of the Maritime industry.
- Experience working in an international hub structure environment.
- Organized individual with the ability to analyze and optimize processes.
- Strong knowledge and experience with Microsoft Office, including Excel, Word, PPT.
- Strong verbal and written communication skills.
- Must be able to work in a team environment.
- Strong customer service skills, including a professional telephone demeanor.
- Must comply with all Client policies and procedures.
- Highly motivated and able to meet goals and measurable achievements.

**Job Types**: Full-time, Permanent, Fresher

**Salary**: ₹270,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Monday to Friday

**Education**:

- Bachelor's (required)

**Experience**:

- Microsoft Office: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person

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