Customer Success Specialist

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support.

Responsibilities

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Manage a portfolio of DigitalMaas customers, these customers will be our customers that require strategy, growth and a great DigitalMaas customer experience
  • Drive renewals and identify opportunities for further growth within the account
  • Onboard customers to the DigitalMaas platform, understand clients’ business challenges/needs and advise on how they can leverage the solution to achieve objectives
  • Take ownership of customer issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused on that mission
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities

Experience and Capabilities

  • Experience in providing customer service support
  • Knowledge of management methods and techniques
  • The ability to understand key department metrics (KPI’s, SLA’s, productivity)
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of the industry’s latest technology trends and applications
  • Ability to think strategically 
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation

Apply for this job

Send us an email and we will get in contact with you to setup an phone interview careers@digitalmaas.com

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