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Client Success Associate

2 days ago

Johannesburg, Gauteng, South Africa Affinity International Full time


Role Overview

We are looking for a Client Success Associate to support and manage client relationships by delivering timely, professional service and ensuring a positive client experience. This role is client-facing and focuses on communication, coordination, and follow-through across service requests


Key Responsibilities
  • Serve as a primary point of contact for assigned clients
  • Respond to client inquiries via phone, email, and ticketing systems
  • Accurately document all client interactions, issues, and resolutions in CRM tools
  • Monitor and manage open service tickets, ensuring timely updates and follow-ups
  • Proactively communicate timelines, progress, and next steps to clients
  • Conduct post-resolution follow-ups to confirm satisfaction
  • Support client onboarding by attending onboarding sessions and learning workflows
  • Develop a strong understanding of company products, services, and tool
  • Identify recurring issues, trends, or feedback and report them internal.
Onboarding & Development Tasks
  • Complete required service and product training
  • Shadow client or support sessions to understand workflows and tool
  • Identify common client pain points and standard solutions
  •  Practice client introduction and check-in communications with guidance
  • Assist with client updates and status communications
  • Attend review meetings and provide summaries or insights when required
Skills & Competencies
  • Strong written and verbal communication skills
  • Ability to build rapport and maintain positive client relationships
  • Empathy and active listening skills
  • High attention to detail and organizational ability
  • Comfortable working with CRM and ticketing system
  • Proactive, curious, and eager to learn
  • Professional, reliable, and client-focused
Experience Requirement
  • Prior experience in customer service, account management, or client support preferred
  • Basic understanding of business systems or technology environments is advantageous