Customer Service
Full Time
Job Description
- Reporting into the head of sales, this role will be part of a small team focused on ensuring our customer's happiness and sit between support and sales teams - focused on our customer's happiness
- Perform account reviews - identifying areas the customer can better utilise our solution, educating the customer on how to use certain functionalities and addressing any billing or support complaints
- Be responsible for customer retention and upselling
- Assist with soliciting customer testimonials and reviews
- Assist marketing with conducting any surveys
- Proactively analyse usage patterns on customer accounts and reach out to customers if a reduction in usage is identified
- Contribute to customer facing help knowledge base as well as any internal procedure documentation
- Maintain data on customer churn, upsell data and customer success KPI's a
- Sharing continuous feedback with various teams support, sales, onboarding, marketing, finance, and product to identify improvements in customer experience that will minimise customer churn
- Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Regular, consistent and punctual attendance.
- Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Required Knowledge, Skills, and Abilities
- Empathetic, enthusiastic and personable approach
- A sense of curiosity
- Excellent written and verbal communication skills
- Ability to simplify complex situations; strong analytical and problem-solving skills
- Must be able to multi-task and project manage many tasks simultaneously
- Ability to work under pressure
- Results oriented
- Presentation Skills
- 2 Years+ experience in B2B environment
- A relevant third level qualification is desirable
- Team player
Reference no: 90981