Client Success Associate (Colombia)

Birdseye Security Solutions; Bogota (NJ); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Opportunity for team involvement

Annual performance reviews

Creative and innovative environment

Company organized events

Dynamic office space

Job summary

Birdseye Security Solutions in Bogota, New Jersey, is seeking an individual to manage customer interactions and ensure quality standards across communications. The role involves direct customer support via various channels, collaborating with teams to resolve issues, and maintaining comprehensive records in Zoho CRM.

The ideal candidate thrives in a dynamic environment, participates in quality audits, and contributes to team development through innovative ideas and continuous improvement. An attractive compensation package and perks are offered.

Responsibilities

• Handle customer interactions professionally via email, phone, and messaging.
• Take ownership of customer issues and drive resolution.
• Assist during customer onboarding to ensure smooth experiences.
• Keep accurate records in Zoho CRM for all communications.
• Collaborate with internal teams to address customer needs.
• Perform quality audits and document findings accurately.
• Monitor compliance and track performance against benchmarks.

Job description

Responsibilities

• Handle customer interactions across email, phone calls, client portals, and messaging platforms, responding professionally, on time, and in line with company standards.
• Take ownership of customer issues and follow them through to resolution, escalating to senior team members when needed.
• Assist with assigned tasks during the customer onboarding process, supporting a smooth experience for new accounts.
• Keep Zoho CRM updated with accurate records of all customer communications, issues, and follow-ups.
• Collaborate with internal teams including Station Operations, Technical, and Senior Management to address customer needs.
• Promote a positive company image in every interaction.
• Perform daily quality audits of station operations, documenting findings accurately and escalating issues as needed.
• Audit surveillance reports to verify that agents handled transactions correctly and in accordance with company standards, flagging concerns to senior team members as needed.
• Audit company calls and emails to ensure interactions meet company standards, escalating concerns to senior team members as needed.
• Review Great Upload submissions to assess whether reported events meet approval criteria, escalating unclear cases to senior team members.
• Monitor agent Norms compliance across assigned accounts, tracking performance against expected benchmarks and reporting discrepancies.
• Conduct incident reviews, logging all findings and outcomes accurately in the relevant systems.
• Coordinate vendor scheduling administratively, including confirming security guard shifts and maintaining accurate scheduling records.
• Complete data input tasks across relevant systems, ensuring accuracy and flagging discrepancies as needed.
• Follow all SOPs and internal procedures, seeking clarification when needed.
• Create daily quality reports summarizing audit findings.
• Attend internal meetings, following up on assigned action items.
• Take on additional tasks as requested.

Employee Compensation Package & Perks

• Opportunity to be part of a team of ambitious, talented people with diverse backgrounds and style.
• We are all striving to continuously learn and improve.
• Opportunity to be creative and innovative; we love new ideas.
• Company organized events.
• Annual Performance Reviews.
• Dynamic and modern office space, including a spacious lounge where employees can relax and enjoy.