Customer Success Pleno managing project activities in a technology - focused startup. Engaging teams and stakeholders to ensure project goals are met in São Paulo, Brazil.
About the role
- Customer Success Associate supporting Customer Success Managers in handling client queries and ensuring a seamless customer experience with Skillcast Group Plc's services.
Responsibilities
- Handle incoming client requests in Intercom with quick, accurate turnaround to routine questions.
- Respond to customer requests in a timely manner according to Service Level Targets via incoming calls and CRM System (Intercom).
- Triage client requests and use best practices to provide appropriate solutions and/or escalations.
- Provide accurate information regarding our products and services to our clients.
- Data entry and maintaining customer databases on the Learning Management System (LMS).
- Support the Customer Success Management team: Facilitate the upkeep of client portals and other tasks.
- Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients.
- Monitor and escalate complex problems to the CS team or team leaders when necessary.
Requirements
- Minimum 2 years’ experience in customer service, ideally in SaaS B2B environment
- Hands-on use of CRM systems and ticket management tools (e.g. Zendesk, Intercom would be considered an advantage)
- Familiarity with supporting customers on digital products (like SaaS platforms) is highly desirable
- Proven experience of following processes and procedures whilst offering solutions for improvement of the customer service experience for the client
- Excellent communication skills, both verbal and written (English)
- Ability to multitask and prioritise effectively in a fast-paced environment.
- Strong organisational skills and a methodical approach to workload planning and task execution.
- Excellent interpersonal skills, enabling seamless collaboration and relationship-building both internally and externally.
- Extremely self-motivated, ability to thrive independently and as a strong contributor within a team environment.
Benefits
- Hybrid working pattern – currently a minimum of 2 days per week at our office and 3 days per week working independently and proactively from home.
- Competitive salary
- Contributory Pension
- Private Medical Health Care Plan
- Life Assurance
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