Customer Success Manager at ServiceTitan managing customer relationships to drive business outcomes. Building customer success through understanding their needs and effective communication in Yerevan, Armenia.
About the role
- Advisor, Customer Engagement responsible for customer service inquiries and escalation calls. Ensuring high quality service and equipment support for Coca-Cola customers.
Responsibilities
- Provide service and support to established and new customers in a contact center environment
- Handle routine customer service inquiries and escalation calls
- Act as a company ambassador through diagnosing service issues and delivering high quality service
- Provide equipment service and general customer support
- Accurately capture the voice of customers to drive first call resolution
- Utilize effective communication skills with all internal/external stakeholders
- Actively listen to customer inquiries and problem-solve
- Escalate customer issues within established guidelines
- Understand and improve performance metrics
- Ensure new/revised processes are applied to customer interactions
- Access multiple system applications simultaneously to effectively service customers
- Participate in engagement and team building activities
Requirements
- AA or bachelor’s degree preferred
- High School Diploma or equivalent required
- 2 + years customer service experience
- Proven ability to communicate professionally and effectively both verbally and in writing
- Demonstrated ability to provide outstanding customer service
- Demonstrated ability to successfully work independently and in a team environment
- Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
- One year experience working in various computer applications
- Strong attention to detail and time management skills
- Demonstrated ability to understand policies/guidelines and use them as intended
- Call Center experience
- Typing speed 40WPM or greater
- Knowledge of Salesforce and Genesys systems
Benefits
- A full range of medical, financial, and/or other benefits, dependent on the position offered
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