Client Journey at Mobius

A dedicated spreadsheet that contains all information about a client's job search, such as their preferences, applied jobs, appointments, job statuses, and more.

The unique set of preferences that a client has for their job search, including desired job titles, locations, salary ranges, and experience levels.

A spreadsheet that includes all intake form submissions from clients, their application tracker links, contact details, search criteria, and customer support log.

A section within the Client Intake Form Responses spreadsheet that tracks each client's status (Active, Paused, or Canceled).

A collaborative WhatsApp group created for each client after they complete the onboarding form.

The initial process that clients go through after signing up, including filling out the onboarding form and joining the WhatsApp group chat.

The role responsible for managing and supporting clients throughout their job search journey.

The role responsible for building and maintaining the Client Application Tracker based on client preferences.

The role responsible for handling client applications and coordinating with employers.

The role responsible for the overall vision and strategy of the company.

A personalized tool that helps clients track their job applications.

The person responsible for creating and customizing the job tracker for each client based on their individual needs.

The process by which a client begins using the job tracker service and provides details about their job search preferences.

A document or platform where clients can view and approve job listings before the job tracker begins applying for them.

The period of time between when a client is onboarded and when they receive their personalized job tracker.

The process of adjusting the job tracker's settings to align with a client's feedback and preferences.

The person responsible for applying for jobs on behalf of the client using the job tracker.

Adding new job opportunities to the job tracker on a regular basis.

Reviewing, approving, or rejecting job listings that appear in the job tracker, refining the application process.

The process of informing the service provider when a client has either found a job or decides to stop using the service.

The initial steps a client takes to begin using a service, including providing information and setting up communication.

A document outlining specific expectations and timelines for service delivery, ensuring both the client and provider are on the same page.

The process of reviewing and approving job listings in the tracker, ensuring only relevant opportunities are considered for applications.

The process of responding to client inquiries, addressing concerns, and resolving issues in a timely and helpful manner.

Specific timeframes within which certain actions must be completed, ensuring efficient service delivery.

The core principles and procedures that guide the onboarding process, ensuring a smooth and efficient experience for clients.

A document that collects essential information from a client, providing a starting point for understanding their needs and preferences.

The initial steps a client takes when starting to use a job search service, including providing information and setting up communication channels.

A document that outlines specific expectations and timelines for a service, ensuring both the client and provider are on the same page.

A dedicated WhatsApp group for each client, created after they complete the onboarding form, for communicating with the support team.

The time between a client being onboarded and receiving their personalized job tracker, with different timelines based on the day the client joined.

The process of the client reviewing and approving job listings in the tracker, ensuring only relevant opportunities are considered for applications.

The process of responding to client inquiries, addressing concerns, and resolving issues in a timely and helpful manner.

Specific timeframes within which certain actions must be completed, ensuring efficient service delivery.

The core principles that guide the onboarding process, ensuring a smooth and efficient experience for clients.

A document that collects essential information from a client, providing a starting point for understanding their needs and preferences.

The detailed description of a client's search criteria, including desired job titles, locations, salary ranges, and experience levels.

Acknowledging a client's needs clearly and addressing their concerns with empathy.

Setting clear expectations about what your service can and cannot deliver.

When a customer expresses dissatisfaction after realizing a service doesn't meet their expectations, acknowledge their frustration, offer an empathetic response, and suggest alternative solutions to maintain a positive relationship.

When a customer provides feedback on irrelevant job listings in search results, acknowledge their concern, offer a solution to refine search criteria and update filters, and set boundaries by explaining limitations in the filtering system.

When a customer inquires about resume review services and different resume versions, enthusiastically explain the available options, such as resume review and rebuild packages, and set clear expectations about the process and timeline for feedback.

When a customer requests a refund due to perceived limited progress, acknowledge their experience, explain the refund policy clearly, offer alternative solutions like adjustments to search criteria or package upgrades, and reaffirm your commitment to their success.

To effectively handle client concerns, combine empathy to make them feel heard, clear and concise communication, a strong understanding of service limitations, and a commitment to providing solutions.