Company Overview

OnSpot Global is a dynamic startup company specializing in providing top-notch outsourcing solutions, with a particular focus on the logistics industry. While our core expertise lies in logistics, we are also well-equipped to cater to the diverse outsourcing needs of businesses across various sectors.

We are committed to delivering exceptional customer service and building strong relationships with our clients. Our team of experienced professionals provides tailored solutions that meet the unique requirements of each client. We are seeking a highly motivated and results-oriented Customer Service Specialist to join our team and contribute to our growth.

Position Overview

• As a Customer Service Specialist at OnSpot Global, you will be responsible for providing top-tier customer support services for our clients. This role plays a pivotal part in ensuring client satisfaction, resolving customer issues, and maintaining a positive brand image. In this position, you will have the chance to work with various clients and contribute to their success.

About the Role

• As a Customer Service Specialist, you will be the driving force behind our customers' journey with our innovative tech platform. You will own the entire customer experience from initial sales lead to successful customer conversion and beyond. This role is a dynamic blend of sales, customer support, and technical expertise. You will be responsible for nurturing leads, guiding them through their first booking, addressing inquiries, and ensuring their continued satisfaction with our services. Your ability to understand customer needs, communicate effectively, and navigate our platform will be crucial to your success.

Responsibilities:

Sales Performance:

• AAA Sales Skills is a must!
• Consistently meet and exceed individual and team sales and booking targets.
• Contribute to overall customer acquisition and revenue growth goals.

Lead Conversion:

• Actively contact qualified sales leads through various channels (phone, email, etc.).
• Conduct consultative conversations to understand their small to medium-sized business (SMB) needs and logistics challenges.
• Craft and present tailored shipping solutions using our Ship4wd platform.
• Assist customers in placing their first booking and completing online payments.

Customer Support and Retention:

• Respond promptly to inquiries from both potential and existing customers.
• Troubleshoot issues, provide technical assistance, and address concerns effectively.
• Identify upsell and cross-sell opportunities to maximize customer value.
• Manage customer complaints with a focus on resolution and satisfaction.

Platform Expertise:

• Develop a deep understanding of our Ship4wd platform, its features, and benefits.
• Stay informed about industry trends, logistics best practices, and competitor offerings.

Continuous Improvement:

• Collect and analyze customer feedback to identify areas for platform and process enhancements.
• Collaborate with product and operations teams to implement improvements.
• Proactively suggest strategies to enhance customer satisfaction and loyalty.

CRM and Systems Management:

• Utilize our CRM system to track customer interactions, manage leads, and document progress.
• Maintain accurate and up-to-date customer data within our systems.

• Proven experience in planning and executing successful product launches on the Amazon platform.
• Manage Amazon replenishment inventory, including creating new shipments and optimizing stock levels.
• Maintain and update Amazon seller central accounts
• Manage product listings and FBA inventories.
• Set up digital ads (On/Off Amazon Ads), CPC, SP, SB, SD and assess the performance.
• Utilize the Amazon Seller Central tools and processes effectively to drive performance and success.
• Regularly analyze performance metrics to measure success and identify areas for improvement.
• Identify and resolve sales performance issues and accounting/finance issues
• Utilize tools to monitor category trends and item performance, recommending improvements.
• Coordinate content and website assets and work alongside digital marketing, creative and product development team to optimize sales performance in support of marketing campaigns, product offerings, and promotions as needed
• Other ad hoc tasks that would be assigned

Position Overview

RecruitGo is in search of a Customer Success Consultant who will be working with our client based in Germany (Singapore Office). In this role, you will be responsible for providing professional consultancy services for our upselling programs to our partners.

Aside from your established skills and expertise, we are also looking for someone innovative, empathic and community-oriented, adaptable and flexible, detail-oriented, a self-starter, and possess impeccable communication skills in both written and verbal using the English language. 

Responsibilities:

• Provide professional consultancy programs to our partners, ensuring adherence to program responsibilities and maximizing ROI impact.
• Utilize effective consultancy abilities and strong influencing skills to drive program adoption and engagement among partners.
• Retain allocated client base, minimizing churn to less than 5% and optimizing engagement across all programs.
• Establish, own, and maintain key multi-level relationships with individual hotel customers.
• To document and present identified opportunities and agreed actions with ownership and delivery dates.
• Conduct onboarding sessions, monthly pulse-check business reviews, and virtual support sessions for clients, facilitating platform and tool adoption and training.
• Assist clients in achieving minimum ROI thresholds and define strategies to maximize ROI.
• Regularly track each hotel's performance using the company’s platform and performance reports, identifying underperforming clients and providing assistance as needed.
• Utilize hotel background knowledge to better understand client needs and tailor solutions accordingly.

Why RecruitGo?

RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

• Work Schedule: Central Standard Time (US)
• Work Set up: Work from home
• Diverse Challenges: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding.
• Team Collaboration: Join forces with a supportive team, where your insights and contributions are valued.
• Inclusivity: Be part of an inclusive and diverse workplace that values your contributions.

• Lead merchant acquisition efforts, focusing on pharmacies such as drugstore chains, retail pharmacies, and specialty pharmacies across the country.
• Negotiate and secure agreements with key merchant partners to integrate them into the app's ecosystem.
• Build and maintain longterm relationships with pharmacy merchants to ensure alignment with the company’s goals and objectives.
• Collaborate with internal teams (marketing, product, operations) for the smooth onboarding of new merchants and partners.
• Analyze and stay updated on market trends and competitors to identify new partnership opportunities.
• Regularly report on the acquisition process, including market feedback and performance metrics.

• Responsible for the day-to-day supervision of our IT Service Desk Team including work and attendance monitoring, and ensuring that all requests for service through telephone, email and face-to-face are in accordance with our client’s KPI and organization’s policy.
• Effectively coach and provide feedback to direct reports on their performance on a regular basis to ensure KPI/SLAs are achieved and must be able to identify coaching opportunities.
• Responsible in ensuring the completion Service Desk analyst training across all services. 
• Ensure resolution and Quality rates are in line with client and business demands.
• Responsible for knowledge summary and documentation
• Leads, directs, and coordinates cross functional incident response teams’ severity/high impact issues, including business continuity events. 
• Provides analysis and leads internal support efforts designed to improve and update department processes and procedures related to incident response situational leadership.
• Maintains effective working relationships with corporate partners and business unit contacts for IT Support to deliver effective situational leadership and consistent quality service.
• Resolves escalated issues arising from operations and requiring coordination with other departments.
• Maintain ownership of user's issue and service ensuring that they receive resolution within reasonable time frame.
• Communicates expectations to employees, provides updates, and conducts team meetings (huddles and triage sessions) to ensure that shared processes are aligned with our client’s KPI and organization’s policy. 
• Must be able to delegate tasks to team members to maximize their potential.
• Report the overall performance of your team and suggest possible areas of improvement.
• Prepares reports on top and bottom performers and cross-checks this with the overall KPI /SLA set by our client.
• Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports. 
• Facilitates interviews and supports the hiring process. 
• Monitor attendance and concerns of all team members, coordinating closely with the HR Team for disciplinary cases.
• Meet and exceeds KPI targets set by the client.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with superiors and co-workers.

1) 监督并领导客服团队，提供指导、支持和培训，以确保高效的工作表现。

2) 制定并实施客服政策、程序和标准，以提升用户体验。

3) 监控和评估客服代表的表现，提供反馈和指导。

4) 处理升级的客户查询和投诉，及时并专业地解决问题。

5) 分析客服指标和用户反馈，识别改进领域并实施纠正措施。

6) 确保客服团队对我们的产品、服务和行业发展有足够的了解。

7) 与业务团队对接，收集用户、渠道对平台交易体验的反馈尤其是对客服工作结果的评价，

找出改进的机会，持续提升用户体验。

8) 及时将用户问题、在线交易异常情况第一时间向各关联部门进行反馈并跟踪直至问题解决

任职资格：

• 持续创建、实施和完善所有营销活动。
• 管理常规和非常规活动、生产推出和变更请求，并支持新计划。
• 完成分配的市场调研和信息收集任务。
• 高度组织、详细和细致：享受改进流程以实现日常效率。在超快节奏的科技/数字化环境中茁壮成长。追求完美。
• 管理KOL以推广活动

The Ops Manager with PEO/EOR background will oversee operational activities related to the Professional Employer Organization (PEO) and Employer of Record (EOR) functions. This role will ensure compliance with labor laws, optimize workforce management, and enhance client satisfaction.

Key Responsibilities:

- Manage daily operations of PEO/EOR services, ensuring compliance with local labor laws and regulations.

- Collaborate with HR to implement effective onboarding, payroll, and benefits administration.

- Develop and maintain relationships with clients to ensure service satisfaction and address any operational issues

- Analyze operational metrics and implement improvements to enhance efficiency and effectiveness.

- Provide training and support to staff on PEO/EOR processes and policies.

- Monitor industry trends and compliance updates to inform strategic planning.

The Operations Manager plays a critical role in ensuring the smooth running of a company's operations. The individual in this position will plan, direct, and coordinate the organization's operations to improve efficiency, performance, and profitability. This includes managing daily operations, monitoring processes, implementing strategies, and ensuring that all departments work together cohesively.

Key Responsibilities:

1. Operational Efficiency:

• Manage and streamline day-to-day business operations to ensure efficiency.
• Implement best practices to improve production, reduce costs, and ensure compliance with policies.
• Develop and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of operational processes.
• Identify and troubleshoot operational issues, making improvements where necessary.

1. Strategic Planning:

• Collaborate with senior management to develop and execute short-term and long-term operational strategies.
• Forecast resource requirements and manage operational budgets.
• Analyze financial data, including profit and loss statements, to make informed business decisions.

1. Team Leadership:

• Supervise, mentor, and train employees, fostering a positive team environment.
• Assign duties and responsibilities to staff and ensure all employees are aligned with company goals.
• Conduct performance reviews and provide feedback to improve team performance.

1. Supply Chain & Inventory Management:

• Oversee supply chain, procurement, and inventory management processes.
• Collaborate with suppliers and vendors to ensure timely delivery of materials and products.
• Optimize inventory levels to reduce waste while ensuring adequate stock for operations.

1. Process Improvement:

• Continuously evaluate operational processes and systems, identifying areas for improvement.
• Implement lean methodologies or other process improvement techniques to enhance operational performance.
• Drive initiatives to automate or streamline operations using technology and software tools.

1. Compliance & Quality Control:

• Ensure operations comply with industry regulations, safety standards, and legal requirements.
• Monitor product and service quality, and implement corrective actions as needed.
• Maintain and enforce health and safety protocols.

1. Project Management:

• Lead and manage operational projects, ensuring completion within scope, time, and budget constraints.
• Coordinate between departments to achieve project objectives.

1. Customer Satisfaction:

• Collaborate with the customer service department to ensure client satisfaction.
• Address customer concerns related to operations and work to improve service levels.

• Lead a customer service team to deliver exemplary support for clients
• Monitor team performance, set objectives, and provide feedback to ensure client satisfaction.
• Develop customer service protocols to enhance operational efficiency.
• Resolve complex client issues, fostering trust and retention.
• Collaborate with other departments to maintain service quality standards.
• Conduct training sessions to empower staff with industry-leading practices.

• Oversees the daily workflow and scheduling of telemarketing staff.
• Motivates and supports agents through feedback and communication
• Prepares monthly and annual performance reports.
• Maintaining documentation about customer service department activities.
• Monitoring the performance of customer service staff.

Team Management

• Be responsible with the repayment rate. push collection specialist to encourage clients repay loans on time.

Data Analysis&Report

• Explain the data changes. and provide the data to prove the opinion. Report the business status to manager

Cooperate crossing departments

• Communicate with different departments(Technology/Marketing/Risk Control department..), Provide solution to various department. resolving question instead of answering question only.

Quality Management

• We are forbidden harassing clients. Making suitable SOP for collection task, confirm our clients having comfortable feelings while using our products.

Scheduler is responsible for managing and optimizing the scheduling of call center agents to ensure adequate coverage and efficiency. This role involves creating and maintaining work schedules, monitoring call volume trends, and adjusting schedules as needed to meet operational demands.

FOOD AUDITOR

PRIMARY RESPONSIBILITIES:

• Responsible for performing and completing the third-party audit cycle, and conducting specific training programs specifically for Food Safety.

SPECIFIC RESPONSIBILITIES:

• Conducts and completes the whole audit cycle, either as a team member or team leader in accordance with applicable regulations and standards.
• Conducts desk study of the client’s management system.
• Prepares checklist and itinerary as guide during audit.
• Conducts audit on site according to procedures.
• Prepares and completes audit package.
• Communicates with or attends to client inquiries related to the system standard where they had been qualified to audit.
• Reviews and customizes training materials, when needed, and conducts training on specific programs as determined by the Division. 

1.) Fills out Checklist of Tools and Equipment to be used prior to project deployment.

2.) Prepares tools and equipment to be used during inspection.

3.) Assists inspection team lead in testing/inspection activities.

4.) Fills out Checklist of Personal Protective Equipment to be worn during inspection.

5.) Submits After-inspection report to Document Analyst for reports, certificates and other documents preparation.

6.) Follows organization’s guidelines and policy on Quality, Environment, Safety and Health (QESH).

7.) Commitment to responsibility and participation in the Quality, Environment, Safety & Health, and CSR programs and activities of the organization.

8.) Performs other job-related duties as maybe assigned from time to time.