Client Onboarding Coordinator
6 days ago
The mission of Cross Meta Support Operations (XSO) is to establish a service framework that addresses current customer challenges and anticipates future needs.
XSO teams are a process-oriented organization, engaged throughout the product development and service delivery lifecycle to guarantee that our clients enjoy a smooth experience on our platform. This team is dedicated to nurturing the growth of communities, businesses, and advertisers utilizing Meta products by ensuring they have the necessary resources to thrive.
Key Responsibilities:
This role will collaborate with the internal XSO Growth & Risk Team, directly assisting clients in their onboarding journey with Meta's Commerce solutions. The team will work in close partnership with sales departments to ensure clients successfully navigate the necessary steps to engage with Meta's offerings.
The ideal candidate will possess a robust background in customer support, a solid understanding of ecommerce, and the capability to manage multiple clients and projects simultaneously. They should be enthusiastic about Meta, an excellent communicator, and adept at collaborating with various cross-functional teams.
Core Duties:
Oversee the onboarding journey of clients integrating with Meta's ecommerce solutions in collaboration with internal teams that support sales and operational workflows.Track and resolve customer progress, communicating any obstacles to relevant parties.Assess incoming inquiries, leveraging technology, exceptional customer service, and understanding - responding promptly and engaging in real-time interactions.Collect insights and learnings for:internal teams to assist Meta in further developing and enhancing our products, andour advertising partners to support them in achieving their marketing goals.Actively engage, collaborate, and contribute value to weekly training and operational meetings - swiftly implementing new practices.Identify opportunities for tool and process efficiency improvements with an analytical mindset.Serve as an escalation point for clients/customers.Essential Skills:
Proficient written and spoken English and Mandarin, as the role necessitates interaction with the local market.Strong verbal and written communication abilities, attention to detail, customer service skills, and interpersonal skills.Ability to work independently and manage time effectively.Strong capability to accurately document and maintain customer/client information.Leadership and mentoring skills essential for providing support and constructive performance feedback.Demonstrated ability to manage multiple projects and thrive in a high-performance team environment.Previous experience in technology is advantageous.Experience with Shopify or ecommerce platforms is a plus.-
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