Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Specialist with Greek improving customer engagement and retention in fintech environment at myPOS. Focus on driving value and satisfaction through outreach and support across multiple markets.
Responsibilities
- Execute targeted outbound campaigns towards existing customers to drive retention, prevent churn, and identify upsell opportunities
- Utilize pre-defined scripts and campaign frameworks, while continuously contributing feedback for improvement and personalization
- Monitor and report on campaign performance metrics, proactively identifying areas for optimization
- Engage with customers to understand their needs, resolve issues, and ensure they derive maximum value from our product or service
- Identify and act on upsell and cross-sell opportunities based on customer usage data, behavior, and feedback
- Collaborate with internal teams to execute upsell strategies and ensure end-to-end customer satisfaction
- Maintain accurate and up-to-date records of all customer interactions and campaign outcomes in company systems
- Share customer insights and feedback with relevant teams to inform product improvements and service enhancements
- Leverage company-provided tools and platforms to complete assigned activities efficiently and accurately
- Stay current on product updates, new features, and industry trends to effectively communicate value to customers
- Perform other tasks as assigned by the direct supervisor in line with the role and responsibilities
Requirements
- Fluency in Greek, English, and Bulgarian - both written and spoken
- Experience in a customer-facing role such as customer success, account management, or sales
- Strong communication and interpersonal skills with an ability to build trust quickly
- A data-driven mindset comfortable reading campaign metrics and drawing actionable conclusions
- Organised and detail-oriented, with the ability to manage multiple accounts and tasks simultaneously
- A collaborative team player who thrives in a cross-functional environment
- Familiarity with CRM systems and customer engagement tools is a plus
- A proactive, solution-oriented attitude and genuine interest in helping customers succeed
Benefits
- Excellent compensation package
- 25 days annual paid leave (+1 day per year up to 30)
- Full “Luxury” package health insurance including dental care and optical glasses
- Meal vouchers of 102.26 EUR per month
- Fully covered Multisport card
- Fully covered public transport pass for Sofia
- Free coffee, snacks and drinks at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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