Customer Success Representative

#recruitment #customerservice #customerexperience

Job Title: Customer Success Representative

Job Type: Full Time

Location: Remote (Rotational schedule)

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Job Profile

Our client is an international firm seeking an energetic, proactive, goal- driven, strategic and confident Customer Success Representative to join their team. Your role will be to build relationships with customers, monitor their experience on our products, provide the necessary support for their onboarding and work to ensure their adoption of the product goes smoothly. You will constantly work towards improving customer relationships, adoption and growth.

Responsibilities

??Build sustainable relationships and trust with customer accounts through open and interactive communication.

??Maintain users engagement and satisfaction with focus on customers loyalty.

??Manage on-boarding, implementation and training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

??Actively drive inactive customers through completing registration to performing transactions and create a follow up strategy to keep the relationship.

??Manage KYC, risk, suspicious activity across the platform and escalating unusual activity to the appropriate channel.

??Monitor daily transactions initiated on the platform. Follow up with relevant department and partners to ensure issues are addressed timely and transactions are successfully completed.

??Investigate customer complaints in a quick and patient manner. Provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

??Manage and handle all communication and support channels for enquiries; calls (inbound and Outbound), emails, social media platforms (Facebook, Instagram, Whatsapp), website, e.t.c.

??Assist technical department with customers on security checks, accounting enquiries or flagged security issues raised by the customer.

??Ensure timely resolution of complaints, providing appropriate solutions and ensure resolution within a given timeframe

Skills and Qualifications

??Bachelor's degree and minimum of 2 years’ experience in a customer-facing role, such as Customer Success, Customer Support or Account Management.

??Familiar with CRM, ticketing tools and other third-party collaborative tools to ensure seamless running of tasks.

Interested applicant should send CV to [email protected] on or before 28th of January 2023