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Customer Success Associate

1 month ago

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

Magnet Brains Software Technology Pvt. Ltd DBAPabbly is seeking a highly motivated and customer-focused individual to join our team as a Customer Success Associate. This role is ideal for freshers who are eager to learn new technologies and skills.

Key Responsibilities:

  • Provide high-quality customer services and support through various channels, including calls, chats, and forums, focusing on the customer-centric approach and maintaining the Customer Happiness Rating (CHR).
  • Develop a deep understanding of the product and its features.
  • Understand customer needs and effectively communicate solutions, also communicating the Customer requirement to the Senior Specialist as per the severity level.
  • Proactively engage with customers to ensure their success with the 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 the more complex tickets to their senior department, such as Customer Support Specialist (CS L2), Senior Specialist (CS L3), etc., per the 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 variation as per competitors.
  • Provide demos to our potential customers and existing customers.
  • Learn the retention strategies of our existing customers from their senior team members.
  • Contribute to the creation of customer support documentation and knowledge base articles.

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.