Customer Interaction Specialist
4 days ago
Job Opportunity:
We are seeking a proactive customer service specialist to manage customer interactions, encourage subscription purchases, and resolve outstanding overages.
This role involves contacting customers whose trials have expired, facilitating purchases, processing orders, and addressing account issues. You will also track follow-ups, monitor outcomes, and generate reports on key metrics like conversions and account actions.
Key Responsibilities:
- Engage with customers to resolve outstanding overages or encourage subscription purchases post-trial expiration.
- Process orders promptly after the customer reaches out and sends purchase confirmation.
- Coordinate account suspensions for non-response as needed, ensuring proper documentation.
- Maintain detailed records of follow-ups and interactions.
- Generate reports on:
- Number of follow-ups conducted.
- Conversion rates from trials to purchases.
- Accounts suspended due to non-response.
Requirements:
- Advanced knowledge of Microsoft Excel software
- Brief knowledge of Microsoft Word.
- Strong analytical skills to track performance metrics and improve processes.
- Organized and detail-oriented with the ability to meet deadlines.
- Problem Solving ability.
- Experience in customer service.
- Strong communication and negotiation skills.
- Proficiency with CRM systems like Salesforce
- Experience in Zendesk.
Our Company Culture:
Our global technology leader fosters a progressive culture, creativity, and a flexible work environment.
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