Assistant Accountant

This is a remote position.

THE ROLE

We are looking for a full-time Client Support/Marketing Associate to perform customer support and client management functions. We have an increasing number of customers who engage with us from various channels who we want to understand better and engage back with, which we can convert into paying customers.

Our aim is two-fold KPIs. The duties and responsibilities include, but not limited to:

1. This will be achieved through

• Answering and reaching out to people who ask questions on our website about our products and services
  
• Contacting and converting to paying customer signups to our Facebook Group
  
• Contacting and convert to paying customer, signups to our various download pages
  
• Answer questions and having private conversations with customers on our Facebook group
  
• Host, engage and sell to our customers on live 1-2-1 and 1-2-many Q&A calls for services such as the VA Academy, USS and FTF leads
  

2. This will be measured through conversions in Zoho CRM

• Contacted leads
  
• Closed leads
  
• Build up a database on leads
  
• Other metrics
  
• Enquires to conversions
  
• Contact conversions - Analytics, CRM, and Wordpress
  

• Document, screen capture and text capture any and all feedback
  
• Save customer feedback images here
  
• Using lightshot save image to folder
  
• Share positive feedback in the internal chat
  
• Compile commonly asked questions and responses. Build a knowledgebase by collecting all the frequently asked questions and responses
  

• Document common questions and give feedback on how we can improve to better serve our customers. This includes:
  
• Questions asked through chat, Facebook group, Facebook chat, emails, Customer Service issues logged through the website, etc.
  
• Record this on ZoHo Desk/ZoHo Sales
  

• This will be achieved by:
  
• Answering Zoho chatbot sales and support sales questions
  
• Being the 1st line support and answers to emails in the support and marketing email channels
  
• Answering Facebook /Instagram business chat channels
  
• Resolving Customer Service issues logged in the website
  
• Escalating to proper department as necessary
  
• Following through of resolution
  

• Whilst we expect you to provide feedback to the department heads on how they can improve their service offerings, we also expect you to create process and business improvements in your own offer (customer sales and service), IE how you interact with customers, recording all the frequently asked questions and responses, etc.
  

• We will also be placing a heavy focus on automation and efficiencies to keep costs low within the business
  

• Host a one-hour company feedback session inside the company
  

• Once per month host a 1-hour feedback session with the leaders of the various departments about our range of products, services, and marketing
  
• 1 hour is to be broken down into a 20-minute presentation and 40 minutes Q&A
  
• Presentation is to show the voice of the customer, which will discuss each of the following areas:
  

• For each product & service (FTF Leads UK, FTF Leads USA, VA Academy, USS)
  

• Most common questions
  
• Why they like our service
  
• Their current situation
  

• Common questions / Issues
  
• What improvements they want to see
  
• Strength, weakness, Opportunities and Threats
  

• How did our visitors find out about us
  
• Anything else
  

• At least college graduate with Business Management Degree or any related course
  
• At least 3 years experience in customer service, client management, sales, telemarketing
  

TECHNICAL KNOW-HOW

• Client Management
  
• Inbound Sales
  
• Customer Service
  
• Escalation process
  

SOFT SKILLS

• Communication Skills; fluent in English (essential) spoken and written
  
• Strong communication and negotiation skills
  
• Business Acumen
  
• Customer Service Skills
  
• Analytical and Problem-Solving Skills
  
• Management and leadership skills
  
• Teamwork/Interpersonal Skills
  
• Research Skills Business Intelligence, Competitor Analysis, Voice of the Customer, Market Research
  

TECHNOLOGY SKILLS

• Google Suite
  
• MS Office Applications
  
• Communication Media - Slack, WhatsApp, Facebook Messenger, Skype, Zoom, Trello
  
• CRM tools
  
• Strong systems aptitude
  

OTHER SKILLS

• Demonstrated ability to solve problems
  
• Detail-oriented with the ability to rapidly learn and take advantage of new concepts
  
• Has initiative, passion for excellence
  
• Willingness to perform various functions
  
• With high regard for Integrity, Excellence, Continuous Learning, Teamwork, and Creative Thinking/Innovation
  
• Comfortable working in a fast-paced and digitally centric environment
  
• Process compliance
  

THE REQUIRED TOOLS

• Desktop/laptop
  
• Computer specs:
  
• Processor - i5 or higher
  
• RAM - 8 GB or higher
  
• A fast and stable internet connection (at least 20 MBPS) and with a back-up internet (eg pocket wifi)
  
• Noise-canceling headphones
  
• Web camera
  
• Skype for video calls
  
• Quiet and professional workstation
  

THE OFFER

• Full-time career
  
• Opportunity to learn different facets of the e-Commerce operations
  
• Monthly salary: minimum Php 25,000.00 net, payable twice a month
  
• Night time shift and weekend work (8 hours/day; 5 days)
  
• Php 1,000 Internet Subsidy upon hiring
  
• Onboarding tools (headset and camera) 3 months after hiring
  
• 6 Paid holidays yearly
  
• Personal Day (Leave)
  
• Incentives depending on eligibility
  
• 13^th month pay
  
• Huge opportunity for growth
  

HOW TO APPLY