Customer Service Officer responsible for accurate order fulfillment and resolving customer issues. Collaborating with business units to ensure compliance with company guidelines in Hong Kong.
About the role
- Customer Success Analyst ensuring client satisfaction and engagement at VSOFT, a tech leader in identity solutions. Collaborating with clients for optimal product use and growth.
Responsibilities
- Analyze performance indicators and customer satisfaction metrics (churn, NPS, LTV, CES, CSAT, among others);
- Monitor the customer lifecycle, serving as a bridge between clients and other areas of the company;
- Identify bottlenecks in customers' understanding of tools, systems, and products, and propose simplifying solutions;
- Gather customer data and feedback, transforming them into reports and performance indicators;
- Oversee the recognition, implementation, and realization of the service/product through onboarding;
- Maintain close relationships with customers and work with them in a co-creation model to contribute to business expansion at the customer, while encouraging cross-sell, up-sell, higher sales conversion rates, and improved retention;
- Act as a liaison between customer expectations and the company's reality;
- Learn from customer insights and collaborate with the product team to develop recommendations that ensure products and services succeed and minimize customer friction;
- Develop tools to centralize information, tips, and experiences, such as a knowledge base.
Requirements
- Knowledge of agile methodologies;
- Market knowledge;
- Proficiency in Microsoft Office and Google Docs;
- Familiarity with customer service best practices;
- Knowledge of the MEDDIC business framework or a similar framework.
Benefits
- Health and dental insurance;
- Meal and/or grocery allowance via Caju;
- Possibility of remote work (home office);
- Profit-sharing (PLR) based on EBITDA;
- Home-office allowance (flexible across categories on the Caju benefits card);
- Setup allowance (as a free-balance category on the Caju benefits card);
- Birthday day off;
- Employee referral bonus;
- "Viver Bem" program — incentive for physical activity;
- Life insurance;
- Conexa Saúde — integrated care;
- Wellhub;
- Creditas — financial education;
- Corporate University — UNIVSOFT;
- Discount on the ALURA education platform;
- Discounts at higher education institutions and English-language schools;
- A learning-oriented environment supported by internal events.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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