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Customer Success Manager
2 weeks ago
Contact person for this position:
Ronel Bakker
Job Overview
My client, a South African company that dives head-first into South Africa’s talent pool, is sourcing top professionals to work remotely for some of Switzerland’s most exciting companies.
They are passionate about showing the world what South Africans have to offer. Stay in our beautiful country, while exploring incredible international roles, and gaining valuable experience.
They created a vibrant and fun work environment with a strong focus on wonderful human beings. You will interact with diverse people who are working in various roles for different Swiss companies, but all within the same growing team
The successful applicant will be based in Johannesburg to provide remote customer success management services in English and/or German to Swiss Fin Tech company. This person will help build and lead their customer success team In South Africa and bolster their German one.
Responsibilities and Duties
- Customer support and onboarding on cloud-based platform
- Explain and convince customer why registration makes sense
- Support customer throughout user journey
- Exceptional product knowledge to address customer queries
- Answering support tickets from customers and ensuring satisfaction
- Regression testing on cloud platform
- Reporting on customer experience
- Excellent note taking on customer interactions, transactions, comments and complaints
- Providing feedback on efficiency of customer service process
- Training service providers for smooth integration into the network
- Internal communication with all stake holders, in particular with the Sales and Project Management Teams
- Supporting the billing process through the client’s ERP
- Acting as deputy to the Operations Manager in case of absence
- Helping to conceptualise, build and lead support team in SA.
Skills & Attributes
- Strong understanding of sales process
- Excellent lead researcher and prospector
- Self-starter and quick learner
- Determination and drive to succeed
- Organizational and reporting skills
- Team player
- Hard working and reliable
- Excellent communication skills
Knowledge, Experience & Key Requirements
- Bachelor’s degree from a tertiary institution
- Minimum of 4 years of relevant work experience
- Strong customer orientation skills
- Robust customer interaction skills
- Maintaining a positive, empathetic and professional attitude towards customers at all times
- Communication through various channels
- Ability to conceptualize solutions
- Ability to troubleshoot
- Microsoft Excel proficiency and good knowledge of other Microsoft office tools
- Fluent in English (fluency in GERMAN highly favourable)
Salary
- Market related
