Client Experience Manager - Work from Home

We’re looking for someone who genuinely loves supporting people and likes business. We want someone who notices the little things, builds trust, solves problems, and helps our clients get the very best from their offshore teams. 

We are Global Teams, a VA company that has a growing team of virtual assistant teams in South Africa and the Philippines who support business owners (who are mainly based in Australia) with their admin, marketing and accounts. 

We need to add another amazing Client Experience Manager to help support (and love) our clients so they can build great teams and grow their businesses.

Overview

We are looking for someone who loves helping business owners and working with international

teams to get awesome outcomes for all parties.

We’re a close team with a very supportive and fun culture (Stuff -ups are welcome, as long as welearn from them!) We all work from home and appreciate the flexibility and comfort it provides. 

So, if you are looking for a fun but challenging role where you are listening and talking to passionate business owners, then this may be the role for you.

You need to be emotionally intelligent, proactive and up for the occasional difficult conversation. 

Qualities and experience:

• exceptional communication
• high emotional intelligence
• excellent judgement and a sense of fairness
• strong organisation and online record keeping
• ownership - of your role, tasks, and the occasional error
• genuine interest in small business
• like talking with people and helping solve problems
• empathy and the ability to give people space in conversations to sit in emotion before rushing into solution mode
• sense of fun
• ability to build trusted relationships.

About us

We are a business support company (www.globalteams.com.au) that helps businesses grow by

getting virtual assistants in the Philippines and South Africa.

We do help business owners by finding a great person to assist them, but that’s just the start. It’s really about supporting business owners to delegate well, communicate well, systemise well and build a great team ongoing.

Our clients include consultants, gyms, recruiters, as well as companies in education, IT, finance and property and artificial intelligence (but you don’t have to be an expert in any of these business areas, just be willing to listen and support).

We have a small Australian team, over 100 staff in the Philippines and a small but growing team in South Africa.

Everyone works from home, and although we work hard we also value work/life balance with flexible working conditions.

Work Flow and Scenarios

● The sales manager makes a sale and briefs the recruitment team. You review the brief and

work with the recruitment team to ensure that there are three top quality candidates to

present. You communicate with the client before the interviews if required, meet the

candidates and facilitate the interviews. After the interviews you have a supportive

conversation with the client to ensure that they select the right candidate for them and the

role. Although not traditional sales, this conversation does have a touch of sales and we

want to get this across the line and get the VA started.

● Once the VA has selected you organise to have a “Welcome meeting” with the client, their

VA, their dedicated love team member and yourself to ensure that they get off to a good start

(clarify support, communication, firsts tasks etc).

● You will then continue to support the client and the VA to work together. Initially this will

involve weekly meetings for the first month at least (and then the frequency reduces). You

will proactively find ways to check in with the client and support them to get an ROI.

● If there is a challenge with the relationship with the Client and The Virtual Assistant you will

interact with the Client, Virtual Assistant and the Virtual Assistant support/love team to

determine a dynamic solution or way forward. Unlike other Virtual assistant Companies we

don’t assume that the client is ‘right’ and the ‘VA’ is wrong. We take a 'no-blame approach' as

much as possible.

● Your days will be mixed. Some days you will be meeting candidates before introducing them

to the client, holding welcome meetings, checking in with their clients and VAs and

managing challenges between the clients and the VAs. It is essential to that have a way to

manage your priorities, and appropriately update the relevant systems and team members

so that they can they play their part too.

About the role

You are the link between the client and the recruitment team.

You are comfortable talking to clients, virtual assistants and the management team.

We are looking for someone who can grow with the business (we have doubled in size in the last 12 months) and who isn't afraid to step up to support others and the business. You should also be proactive in terms of continually looking for ways for us to be more effective and streamlined.

About you

You are a self-starter who actually likes chatting to people and is not afraid of people sharing their problems. You actually see it as an opportunity to help them.

When you're talking to someone you are listening deeply and in between conversations you are

juggling balls, priorities and coordinating with other team members to get all bases covered.

You like learning and challenges and you’re a fun person (the recruitment team may have a little dance in their Friday meetings).

As the contact point with the client, you are confident speaking to anybody. You also love improving systems and processes to make things more efficient.

You are an excellent communicator and a quick learner, organised, professional and detail-oriented.

You thrive working in a fast-paced environment and are happy to pick up the phone to listen and helpvpeople (especially when they’re grumpy or have a problem).

As we are a small team, there is the need to be comfortable wearing many hats and going above and beyond for both the team and our clients. (Support is one of our key values).

As the ideal candidate, you will have:

• At least 1 year of experience working as an account manager, relationship manager or people -facing role, or experience in running your own business.
• Understanding of small business or willingness to learn about other people’s small businesses
• Great organisational skills to be able to juggle priorities, and work with other team members to meet deadlines.
• The ability to work with the team to implement processes and systems
• Excellent client service skills and attitude. Ability to ask questions and really listen to the answers.
• Attention to detail to make sure that all things are covered and escalate things when you are not able to get through the workload.
• Ability to gauge people and read between the lines to help people feel supported and get through what’s really going on for them.
• Be comfortable working in the grey. In relationships (between the client and the VA) there is often not a ‘right’ and ‘wrong’. But more of a focus on outcomes and fairness for all parties.
• Be prepared to have some difficult discussions or break some bad news (eg your VA has resigned).
• An understanding if marketing and its application in small business would be an advantage (as we are often helping clients work with their marketing VA's).
• An entrepreneurial spirit (but want the security of having an ongoing role).

Hours

Full time role. (8 hours a da