Position Overview:
We are seeking a dedicated and detail-oriented Customer Success Specialist to join our dynamic team. As a Customer Success Specialist, you will play a crucial role in handling various operational and customer support-related tasks. Your strong organizational skills, attention to detail, and customer-centric approach will contribute to maintaining our high standards of customer satisfaction and service excellence.
Key Responsibilities:
- Establish clear client retention goals
- Assist customers with setting up and navigating our software
- Promote the value of the product
- Upsell services and products with the brand image
- Promote value through customer experience
- Assist in creating training courses and educational materials
- Review customer complaints and concerns and seek to improve the customer experience
- Provide timely and effective responses to customer inquiries and issues through various channels such as web chat, email, or phone calls.
- Ensure a high level of customer satisfaction by addressing customers' needs professionally and empathetically.
- Develop a deep understanding of the company's services to offer accurate information and guidance to customers.
- Collaborate with cross-functional teams, including technical and operational teams, to resolve complex issues and improve overall customer satisfaction.
- Gather and relay customer feedback and insights to relevant teams, contributing to product improvements and enhancements.
- Identify opportunities to promote additional products or services that align with customers' needs.
Fluency in both Arabic and English, with the ability to communicate in both written and spoken forms.Graduates only. (F/M)A stable internet connection and an available working laptop are a MUST.Very good knowledge of technology and use of MS Office & productivity apps.Customer Service background is a MUST. Experience in SaaS customer support or web chat customer support is a bonus.Ability to communicate effectively and professionally with customers and colleagues.Flexibility to work rotational shifts.Notice not more than 4 weeks.Proven work experience as a Customer Success Specialist or similar roleExperience working with brand image and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceAccountability and personal organization are essential