Client Success Assistant

2 months ago

Birmingham, United Kingdom Virtalent Full time

We are looking for a Client Success Assistant to work in a busy customer service role, to support our client base and team of Virtual Assistants.


The role of the Client Success Assistant (CSA) is to foster existing client relationships and to provide support for our Virtual Assistants. It’s the duty of the CSA to understand each clients’ needs, work to solve problems and deliver solutions , to ensure that Virtalent provides the best customer service to meet their changing needs. The CSA is also responsible for managing and resolving conflicts or concerns with clients, interacting and coordinating with Virtual Assistants to ensure each account is monitored effectively and serviced to a high-standard. The CSA should provide insights, add value and exceed the client’s expectations at all times. We always go above and beyond in every scenario. 


For more information, please see our job description here. 



You should apply for this role if:


  • You have worked in customer service before and realise you’ve found your calling This is because you are a people person, thrive on conversations and realise helping people is what you enjoy the most.

  • You understand what “communication” really means. You are warm and friendly with a professional manner for phone and video based calls, as well as over email. You’re not afraid to pick up the phone, especially when the going gets tough. You realise solutions can be found through effective communication rather than shying away from tricky conversations.

  • You have a confident, proactive and self-assured approach. It is essential that you will use your initiative, especially as we all work remotely. Managing your own schedule and approach to your workload means strong prioritisation, organisation and time management skills are fundamental. You are able to identify what’s urgent from what’s not, and that’s why you’re able to manage customer service tasks effectively.

  • You’re an active listener and problem solver. You are willing to go the extra mile to help both our clients and VAs. That means being solution-focused and trying to find outcomes that suit everyone involved.

  • You should have experience working in business support, account management or customer support roles. Ideally, you’ll have spent time communicating with senior business leaders (CEOs, company directors, startup founders, etc.). Part of the role involves advising clients (many of whom have not hired someone before) on how to work remotely with their VA in an efficient, effective and enjoyable way.

  • You must be tech-savvy and comfortable using an array of software tools. It would be a bonus if you have used CRM software before and tools such as Slack, Zendesk, Loom, Process Street or Xero, however full training will be provided on how to use our systems.

  • You enjoy working for a small company and within a small team. You recognise working in a small team has many benefits such as flexibility, continual support and closer relationships with your colleagues. You are open to feedback because you recognise feedback is a gift, a chance for improvement and you take pride in continuing to grow, learn and improve within the role.

  • You also recognise that, given the size of our team, this means there’s not always a lot of opportunity for progression. You will always be given the opportunity to grow, develop and improve both personally and professionally, but you are okay knowing that there is no ladder to climb here. You simply want to join Virtalent to make an impact, have a rewarding, sustainable and flexible role and enjoy the work you do contributing to helping British business owners reach their goals to “get stuff done”, alongside a fantastic team of Virtual Assistants.

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