Customer Success Associate
5 days ago
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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