Customer Onboarding Specialist training hotel customers in Mexico on SiteMinder's platform features. Instructing via screenshare, chat, and phone, ensuring customer satisfaction and successful implementation strategies.
About the role
- Talent Community Onboarding Manager at Welocalize, offering excellent support to global suppliers and innovating onboarding processes. Ensuring seamless supplier engagement through effective communication and strategy implementation.
Responsibilities
- The mission of the Talent Community Onboarding Manager is to make Welocalize the most preferred customer for our community and provide consistently excellent support and engagement to Welocalize’s suppliers worldwide.
- Offer excellent customer support to our global supplier base, mostly through the use of our ticketing and knowledge management systems (Zendesk, Junction, Workday, Hyperwallet)
- Represent the company and the Welocalize brand for the support onboarding team.
- Innovate strategies for the owned functional project
- Use data-driven insights and market knowledge to ensure alignment with business objectives.
- Innovate training to maximize support, quality and onboarding efficiency.
- Create resourceful reports with variables ( Excel, Power BI)
- Drive continuous improvement, AI initiatives and strengthen process automation
- Escalation point for issues with team members or function
- Fully govern the end-to-end worker journey and all related business processes
- Offer excellent customer service to our global supplier base, mostly through the use of our ticketing and knowledge management system
- Ability to work cross-functionality to resolve issues that affect our external partners
- Enable new members to easily join Welocalize and support their onboarding journey
- Easily determine when to manually intervene and offer “white glove” treatment
- Make sure the Help Center and all relevant self-help content is kept up-to-date and relevant
- Optimize existing working tools, processes and platforms with a “customer success” mindset
- Measure and report on the quality, quantity, speed, and overall effectiveness of the support team and their daily activities
Requirements
- Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
- More than 5 years’ relevant experience in the functional area
- 3 years' experience in language services industry markets
- Experience in a fast-paced, client-centric environment, ability to adapt to business needs
- Ability to stay organized and informed in such an environment
- Good communication skills, attention to detail, and self-driven with the meet tight deadlines are essential
- An objective, problem-solving mindset, mental flexibility and a “can do” attitude, having solution-oriented approach to every challenge
- Taking the initiative to proactively assess and mitigate risks
- Enjoys working in a team and derives energy from being within a team, contributing to the team's success
- Advanced Knowledge in Project Management/Recruitment/Account management
- Ability to learn new process and tools and to prioritize ongoing projects based on business needs and urgencies that can arise
- Fluency in written and verbal English
- Strong computer literacy, MS Office, e-mail, internet, tech savvy
- Positive and energetic, thrives in all kinds of social situations, regardless of culture
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