Customer Success Manager (Golden Visa and Freelancer Division)

Overview:
We are seeking a dedicated and experienced Customer Success Manager to join our Freelancer and Golden Visa Department. This role is pivotal in ensuring a seamless experience for our clients throughout the visa application process, from onboarding to post-approval support. The ideal candidate will possess exceptional communication skills, excellent administrative acumen, a proactive attitude, and a strong ability to leverage technology to enhance customer experience and streamline operations. As a Customer Success Manager, you will play a key role in driving customer satisfaction, upselling VIP services, ensuring compliance, and advocating for our customers' needs.

Key Responsibilities:

1. Employee Onboarding and Proactive Communication:
   - Guide clients through the onboarding process, providing handholding support and ensuring a smooth transition.
   - Maintain proactive communication with clients throughout the visa application process, addressing queries, providing updates, and offering assistance, as required.
2. Upselling VIP Services:
   - Identify opportunities to upsell VIP services to clients, including expedited onboarding times and premium medical assistance.
   - Collaborate with sales and marketing teams to develop strategies for promoting VIP services and maximizing revenue.
3. Technology Utilisation and CRM Management:
   - Utilise technology to streamline operations and enhance customer experience.
   - Create and maintain accurate records in the CRM system, ensuring all client interactions and transactions are properly documented.
   - Stay updated on industry-leading tools and platforms to optimise processes and improve efficiency.
4. Compliance and Risk Management:
   - Ensure compliance with relevant regulations and company policies throughout the customer journey.
   - Identify and mitigate potential risks associated with the visa application process, taking proactive measures to safeguard client interests.
5. Customer Advocacy:
   - Serve as the primary point of contact for clients, advocating for their needs and preferences within the organization.
   - Gather feedback from clients to identify areas for improvement and drive initiatives to enhance customer satisfaction.
   - Build strong relationships with clients to foster loyalty and promote long-term partnerships.
6. Knowledge Base Development:
   - Monitor team communication and develop and maintain comprehensive knowledge base with AI functionality to establish the organization as a market leader in UAE Visa knowledge.
   - Curate relevant information and insights to empower teams and enhance decision-making and enhance automated customer service interactions.
   - Promote knowledge sharing and continuous learning across the organization.

Qualifications:

1. Bachelor's degree in Business Administration, Hospitality Management, or related field.
2. Proven experience in customer success or account management, preferably in the immigration or legal services industry.
3. Strong communication skills with the ability to effectively engage with diverse stakeholders.
4. Tech-savvy with proficiency in CRM systems and other relevant tools/software.
5. Excellent problem-solving abilities and attention to detail.
6. Knowledge of compliance and risk management principles.
7. Ability to work independently and prioritize tasks in a fast-paced environment.

If you are passionate about delivering exceptional customer experiences and thrive in a dynamic, client-focused environment, we encourage you to apply for this exciting opportunity as a Customer Success Manager in our Golden Visa and Freelancer Division.