Position Overview:
As a Customer Success Specialist, you will be the primary point of contact for customers, assisting them with inquiries, resolving issues, and ensuring an exceptional experience. You will collaborate closely with internal teams to help customers achieve maximum value from our products and services, driving satisfaction and loyalty through ongoing engagement, proactive support, and continuous improvement of their journey.
Key Responsibilities:
- Build strong, long-term relationships with customers to ensure satisfaction and success.
- Manage the customer lifecycle from onboarding to expansion and retention.
- Respond promptly to customer inquiries, requests, and complaints via phone, email, or other communication channels.
- Resolve and track tickets while maintaining accurate documentation in CRM systems and ticketing platforms.
- Provide proactive support, identifying opportunities for improvement or growth.
- Collaborate with Sales, Technical Support, and Operations teams to ensure seamless processes and a unified customer experience.
- Conduct regular check-ins with customers to review performance, address challenges, and identify new opportunities.
- Handle complaints and feedback, turning them into opportunities for improvement.
- Act as the voice of the customer by sharing insights and recommendations to improve processes and customer experience.
Required Qualifications:
- Bachelor’s degree in business administration, marketing, or a related field.
- Minimum of 2 years’ experience in customer success, customer support, or account management.
- Excellent communication skills (written and verbal) in Arabic and English.
- Hands-on experience with CRM systems (preferably Zoho CRM or HubSpot).
- Strong analytical, problem-solving, and prioritization skills.
Personal Skills:
- Empathy and strong customer understanding.
- Proactive thinking and initiative.
- Strong organizational and time management skills.
- Team spirit and collaboration.
- Excellent communication with strong problem-solving abilities.
