We are looking for a Customer Success Specialist to serve as the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a high-quality customer experience. The role focuses on ticket management, customer communication, and support operations, with additional responsibilities in onboarding support and customer feedback management.
Key Responsibilities:
- Handle customer inquiries via chat, phone, and ticketing systems.
- Manage the ticket lifecycle (open, track, and close) in accordance with Service Level Agreements (SLAs).
- Achieve key performance indicators such as First Response Time (FRT), Customer Satisfaction Score (CSAT), Accuracy Rate, and Resolution Rate.
- Resolve and follow up on tickets while maintaining accurate documentation in CRM systems and ticketing platforms.
- Escalate complex technical issues to relevant teams and follow up until final resolution.
- Handle customer complaints and feedback, turning them into opportunities for service improvement.
- Communicate with customers after sales to ensure satisfaction, monitor product usage, and enhance retention and expansion opportunities.
- Act as the voice of the customer by sharing insights and recommendations internally to improve processes and customer experience.
- Guide customers through account setup, configuration, and initial technical integrations.
- Provide clear explanations of the product and best practices to ensure a successful start.
- Suggest improvements to the customer journey to reduce repetitive tickets and enhance user experience.
- Follow communication procedures, service guidelines, and brand standards.
- Collaborate with Sales, Technical Support, and Operations teams to ensure a seamless and consistent customer experience.
Personal Skills:
- Empathy and a strong customer-centric mindset.
- Ability to work under pressure and manage multiple tasks.
- Strong organizational and time management skills.
- Team player with excellent collaboration abilities.
- Excellent communication skills with strong problem-solving capabilities.
