We are looking for a customer success analyst who excels in meeting customers' expectations, from answering questions on products and services to ensuring that customers have the best support experience. You should know how to handle conversations, investigate issues, and give feedback to ensure customer satisfaction. We are also on the look out for serious-minded individuals with the right mindset and work etiquette. Key Responsibilities:
Handle customer complaints via phone, email, In-app chats, and social media.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.
Handle customer onboarding and ensure that the process is seamless and complaints are treated efficiently.
Build sustainable relationships of trust through open and interactive communication.
Do proper follow-up and keep records of customer interactions.
Work with customer success lead to ensure proper customer service is being delivered.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Contribute to team effort by accomplishing related results as needed.
Provide accurate, valid, and complete information by using the right methods/tools.
Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Follow communication procedures, guidelines, and policies.
Go the extra mile to engage customers and reduce churn.
Qualifications and Experience Requirements:
Proven customer support experience
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of customers.
Excellent communication skills, both verbal and written, and with the ability to interact effectively with individuals at all levels.
Ability to multitask, prioritize, and manage time effectively.
University degree or equivalent.
Job Type: Full-time Experience:
customer support: 3 years (Required)
Application Deadline: 27/09/2024
We regret to inform you that this job opportunity is no longer available