About the company:
Growing & cutting-edge SEO technology enterprise seeks extremely talented SEO staff to help pioneer the path to AI-based SEO strategies. Our consultancy vertical opens the door to domains and competition at all levels, allowing us to pioneer technological breakthroughs, through consultancy client optimization.
Brief description of role:
The Customer Success Agent is a strategic and supportive partner for our users. Focused on building loyalty to ensure long-term customer retention by presenting product information, addressing customer issues, and helping the sales team with upsells and renewals.
Key Responsibilities:
- Building and developing customer relationships.
- Responding promptly and effectively to incoming customer inquiries through various channels including email, phone, and live chat.
- Contributing to the ongoing development and improvement of the customer experience.
- Achieving high levels of first-call resolution for all customer contacts.
- Assisting users with on-boarding, and queries, and providing all necessary information related to our products and services.
- Adequate handling of customer complaints.
- Can quickly identify and report any technical issues relating to system issues and errors to the appropriate technical team.
- Propose and initiate changes for improvement and solutions.
- Vetting and ensuring that the user database is kept up to date and in synch with the business requirements.
Skill Requirements:
- Strong written and verbal communication skills, including the ability to present complex information to clients.
- Attention to detail and ability to prioritize and manage multiple projects and tasks.
- Strong computer skills and experience working with Office and Excel are regarded as an asset.
- Experience with Jira and project management software.
- Savvy in using a CRM and ticket system like Jira.
- Passionate about adding value to a customer’s experience and interaction.
- Be a strong team player who can motivate and drive team success.