The Customer Success Officer is expected to have a background in psychology or related field, to manage customer queries and complaints. He/ She will also be asked to process counselling sessions, modifications, and escalate complaints across several communication channels. To do well in this role, the candidate needs to remain calm when customers are frustrated and have experience working with computers.
Duties and Responsibilities
- Maintaining a positive, empathetic, and professional attitude toward customers at all times and build sustainable relationships and trust through open and interactive communication
- Generate sales leads and retain existing clients.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.
Requirements
- BSc/MSc degree in Psychology, Technology or related field
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Track record of over-achieving quota
- Strong phone, email and chat handling skills and active listening
- Familiarity with CRM systems and practices
- Ability to multi-task, prioritize, and manage time effectively
