Customer Success Associate

5 days ago


Bhopal, Madhya Pradesh, India Magnet Brains Software Technology Pvt. Ltd DBAPabbly Full time

Customer Success Associate

A key role in our customer support department, the Customer Success Associate will be responsible for providing technical assistance to customers or internal teams. This entry-level position requires a customer-centric approach, with a focus on maintaining the Customer Happiness Rating (CHR).

Responsibilities:

  • Deliver high-quality customer services and support through various channels, including calls, chats, and forums.
  • Develop a deep understanding of our product and its features.
  • Understand customer needs and effectively communicate solutions, also communicating customer requirements to senior specialists as per severity level.
  • Proactively engage with customers to ensure their success with our product.
  • Collaborate with cross-functional teams to resolve customer issues promptly.
  • Identify opportunities for upselling or cross-selling additional products and services.
  • Stay informed about product updates and new features to effectively assist customers.
  • Escalate complex tickets to senior departments, such as Customer Support Specialist (CS L2) or Senior Specialist (CS L3), per severity of the issue.
  • Be readily available to assist customers via Zoom calls and phone calls to address their questions or concerns.
  • Create articles for the knowledge base or videos to promote self-help for our customers.
  • Suggest selling strategies or pricing variations as per competitors.
  • Provide demos to potential and existing customers.
  • Learn retention strategies from senior team members.
  • Contribute to the creation of customer support documentation and knowledge base articles.

Requirements

Requirements:

  • Freshers who are eager to learn new technologies and skills would be considered for this role.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced dynamic environment.
  • Eager to learn new technologies.


Magnet Brains Software Technology Pvt. Ltd DBAPabbly is committed to providing a supportive and collaborative environment for our customers and employees.

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