Job Description

This is a remote position.

We are seeking a skilled and detail-oriented Customer Success Associate to join our customer success team. The successful candidate will be the first point of contact for talents and handle all talent inquiries. An ideal candidate possesses excellent communication skills, strong customer service skills, and the ability to thrive in a fast-paced environment.  

Key Responsibilities 

Onboarding New Talents: 

• Guiding new talents through the initial setup and usage of the Talentpoel’s services. 
• Talent Training: Conduct training sessions and workshops for talents, either one-on-one or in groups, to help our talents provide the best service to our clients 
• Create educational resources like tutorials and FAQs for talents

Talent Support: 

• Providing day-to-day support for talent inquiries through various channels like email, phone, and chat. This involves troubleshooting issues and providing timely solutions.

Relationship Management: 

• Building strong, long-term relationships with our talents by understanding their needs and acting as a trusted advisor. 

Renewals and Retention of Talents: 

• Proactively ensuring that talents renew their contracts. 

Feedback Gathering: 

• Collecting and analyzing talent feedback to provide insights to the operations team. This helps in enhancing our service delivery to our talents based on actual user experiences and needs.

Metrics and Reporting: 

• Keeping track of key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), churn rate, and renewal rate. Regularly reporting on these metrics to the management team. 

Talent Recruitment:

• Assist the recruitment team to coordinate and schedule interviews to assess qualifications, experience, and cultural fit for the client. 

Other Responsibilities  

• Support other departments, including operations, technology, sales, and customer experience.  
• Ensure proper documentation of customer success processes.  
• Perform other duties as required.  

Working Conditions Details;
Work Environment: This is a fully remote position.
Working Hours: 40 hours weekly.
Role Type: Full time, Remote

Application Deadline: 30th April 2025

Requirements

• 3 years of experience in customer success roles
• Proven experience in recruitment, talent acquisition, HR or a similar role.
• Ability to build relationships with clients and candidates.
• Proven experience in creating SOPs and process documentation
• Strong problem-solving, proactive and listening skills.  
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Strong understanding of recruitment best practices and tools.
• Demonstrated ability to meet deadlines and work independently or collaboratively.  
• High ethical standards and commitment to continuous improvement.   

Benefits

• Flexible work schedule
• Data Allowance (after the probation period has been completed successfully)
• HMO (after the probation period has been completed successfully)