Associate: Customer Success

Key Responsibilities

Responding to emails/calls/chats/social media tickets from all customers with the view to resolve at first contact by providing a high level of customer service.

Responsible and accountable for the troubleshooting, tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.

Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.

Timely escalation and follow through of support issues.

Support the operations team by doing final status updates for assigned customers

Qualifications, Skills & Experience

At least 2 years’ experience working within a busy call centre environment.

Clear communication skills with fluency in English and a local language (lingua franca).

Certification in customer service or prio training in customer service.

Working knowledge of commonly used CRMs, knowledge in Freshdesk CRM will be an added advantage.

Excellent communication and interpersonal skills.

Strong decision making and analytical abilities.

Ability to win in a highly collaborative environment.

Highly developed sense of integrity and commitment to customer delight.

Knowledge of customer service principles and practices.

Personal Attributes

Empathy

Clear Communication Skills (oral and written)

Self-Control (Equanimity)

Patience

Effective Listening

Creative Problem Solving

Industries:Financial Services

Function: Others