Client Success Associate en Empresa Tecnológica Global - Atención al Cliente

JOB DESCRIPTION

This Client Success Associate position is built for people who combine a service-first mindset with sharp analytical thinking. The role sits at the intersection of two key areas: managing client relationships across multiple communication channels and conducting daily quality audits to ensure every operation meets company standards. It's an ideal fit if you're looking for a customer support role with a strong quality assurance component, within a tech solutions company that works with organizations around the globe. Your work here directly shapes the client experience and drives continuous improvement across internal processes.

DUTIES AND RESPONSIBILITIES

• You will manage customer communications across email, phone, client portals, and messaging platforms, responding professionally, promptly, and in line with company standards.
• You will take full ownership of customer issues and follow each one through to resolution, escalating to senior team members when necessary.
• You will support assigned tasks during the client onboarding process, helping ensure a seamless experience for every new account.
• You will keep Zoho CRM up to date with accurate records of all customer interactions, issues, and follow-ups.
• You will collaborate with internal teams including Station Operations, Technical, and Senior Management to address client needs effectively.
• You will carry out daily quality audits of station operations, documenting findings accurately and escalating issues as required.
• You will review surveillance reports to verify that agents handled transactions correctly and in accordance with established procedures, flagging concerns to senior staff.
• You will audit company calls and emails to confirm that interactions meet internal standards, reporting any deviations to the senior team.
• You will assess Great Upload submissions to determine whether reported events meet approval criteria, escalating unclear cases as needed.
• You will monitor agent Norms compliance across your assigned accounts, tracking performance against expected benchmarks and reporting discrepancies.
• You will conduct incident reviews, logging all findings and outcomes accurately in the relevant systems.
• You will coordinate vendor scheduling administratively, including confirming security guard shifts and maintaining accurate scheduling records.
• You will complete data entry tasks across relevant systems, ensuring accuracy and flagging any discrepancies.
• You will prepare daily quality reports summarizing audit results and key findings.
• You will attend internal meetings and follow up on all assigned action items.

REQUIREMENTS

• Proven ability to handle professional customer communications across multiple channels (email, phone, chat, client portals).
• Experience with or solid understanding of CRM platforms, preferably Zoho CRM.
• Detail-oriented profile with the ability to perform quality audits, review documentation, and identify discrepancies.
• Strong organizational skills to manage concurrent responsibilities: client follow-ups, operational audits, and vendor coordination.
• Clear and effective communication skills, both written and verbal.
• Comfortable working in a tech-driven environment and collaborating with cross-functional teams.
• Ability to follow standard operating procedures with discipline and seek clarification when needed.

WHAT WE OFFER

• A position within a global technology company with an international footprint and partnerships with organizations worldwide.
• A genuinely varied role that combines client support, quality assurance, and internal coordination, giving you the opportunity to develop skills across multiple disciplines.
• A collaborative work culture where your contribution has a direct impact on client satisfaction and process improvement.
• Involvement across the full client lifecycle, from onboarding through to ongoing support and quality review.