Customer Service Support

RESPONSIBILITY:

Focus on converting targeted migrated clients into active users by assisting them in activating their New BOB account and encouraging usage of the New BOB platform.

KEY TASKS AND INITIATIVES:

Client Outreach

Call targeted corporate clients.

Explain the CMS migration and highlight the importance of activating their CMS accounts and using the New BOB platform.

Activation Guidance

Help clients locate the official Welcome Email containing: Organization ID, Login ID and Temporary password

Guide them through the login process on the New BOB interface.

Client Engagement

Invite clients to:

o Attend activation webinars

o Watch tutorial videos on YouTube

Support Scope

Activation Assistance: Help clients resolve common login issues such as: Incorrect credentials (e.g., invalid characters)

Copy-paste errors (extra spaces, wrong characters)

Use of incorrect CMS login link

Call Monitoring & Documentation

Maintain accurate and complete call logs.

o Record key details including:

Client feedback

Activation status

Any issues encountered and actions taken

Ensure logs are updated promptly and consistently for monitoring and reporting purposes.

QUALIFICATIONS:

Able to professionally represent the brand during client calls

Skilled in handling sensitive corporate clients with care and discretion

Strong verbal communication and customer service skills

Detail-oriented and organized in managing call logs and client records

Experienced in guiding clients for basic troubleshooting

Comfortable using online platforms for client engagement

Reliable in following escalation protocols and internal procedures

PERFORMANCE METRICS

Activation Conversion Rate: Percentage of contacted clients who successfully activate their New BOB accounts

Usage Conversion Rate: Percentage of activated clients who begin actively using the New BOB platform.

Client Reach Rate: Percentage of targeted clients successfully contacted

Daily Call Productivity: Number of qualified calls made per day, aligned with daily outreach targets.

Call Log Completeness: Accuracy and completeness of call documentation, including client feedback, activation status, and any issues encountered