Associate, Customer Success
Job Title:
Associate, Customer Success
Job Description
The Associate Customer Success supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.Manage high volume of customer contacts and communications through phone and email each day
Use contact search and productivity tools to verify contact information is accurate
Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
Develop a level of product knowledge to speak intelligently to customers and address specific objections
Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
Work with teams and management to promote a positive customer experience
Requirements:
B2 English Level
Prior experience working in a customer service
Prior success in achievement of personal and team sales quota/goals
Experience in high-volume calling
Experience in learning new technology and data
Process orientation and ability to follow call scripts
Problem solving skills
Excellent knowledge of MS Office programs
Experience working with Salesforce.com or similar CRM
Experience or willingness to work from home
Location:
NIC Managua - Kakau
Language Requirements:
English (Required), Spanish (Required)
Time Type:
Full time
Apply To This Job
Associate, Customer Success
Job Description
The Associate Customer Success supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.Manage high volume of customer contacts and communications through phone and email each day
Use contact search and productivity tools to verify contact information is accurate
Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
Develop a level of product knowledge to speak intelligently to customers and address specific objections
Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
Work with teams and management to promote a positive customer experience
Requirements:
B2 English Level
Prior experience working in a customer service
Prior success in achievement of personal and team sales quota/goals
Experience in high-volume calling
Experience in learning new technology and data
Process orientation and ability to follow call scripts
Problem solving skills
Excellent knowledge of MS Office programs
Experience working with Salesforce.com or similar CRM
Experience or willingness to work from home
Location:
NIC Managua - Kakau
Language Requirements:
English (Required), Spanish (Required)
Time Type:
Full time
Apply To This Job