Client Service Rock Star

[Valjean]

Pronto Marketing is a fast growing company that manages online marketing for hundreds of companies around the world in English markets. We have a fun working environment in Bangkok, with a young and growing team of 22. We have an immediate opening for a Client Services Lead.

In this position you will be working directly with clients on the production and updates to their websites primarily via our support desk system. This is an intense job requiring the ability to decipher sometime confusing Client requests, to get wayward clients back on track and drive process forward across the production team. You need to be disciplined, focused, and driven for results.

To top it off you need take special pride in the way you communicate with and delight our clients. You need to be their super hero. We’re fanatically focused on Client satisfaction and as a front-line position you bear a deep responsibility to ensure that our clients day in and day have an extraordinary service experience that builds strong relationships.

Fluency in English required. First-rate writing and communications skills are an absolute must.

Because most of our clients are in the US and Canada you have to expect frequent off-hours checking on status with them. It’s typically not on an emergency, on-call basis, rather just knowing when you can save a day and delight a customer by checking a support ticket in the evening to move things along.

A keen eye for detail and quality is essential. You’ll have the final responsibility for quality control on the work our clients see. It takes patience and persistence to get things right. You should have both in strong measure.

You need to be a consummate team player and know how to work with a cross-cultural team. We’re a completely flat organization. Your ability to earn respect and at the same time have good relationship with your team members is a critical success factor in getting things done. Intense is good. Intensely fun is better.

Web technical skills are a plus, but not required. But you must have the desire and smarts to get a working knowledge of HTML, CSS, WordPress and related technologies - fast. While in most cases you won’t be doing coding work, you will be coordinating with a production team and need to have a good understanding of their work. This can be learned on the job but you need to have a keen interest in technology and the internet to drive you.

Strong process aptitude is essential – we scale when we get the process right. You need to be organized and disciplined about your work. You need to be ready to work hard, and work long hours. This is a fast growing start-up so it can be intense at times.

College Degree Required. We are looking for someone with 1-5 years working experience in a customer-facing or client management role. We are not looking to hire a senior person or manager for this role. We're happy to train and develop a less experienced person who has the drive and aptitude.

PM me with your CV if interested.