Customer Success Support teamis dedicated to helping customers achieve their goals. It optimizes the company's value in the eyes of the customer by providing them with useful resources and reliable support. When successful, customer success team fosters and develops a mutually beneficial relationship between their company and the customers they work with.
AsCustomer Success Support Agentyou will be responsible of ensuring customers achieve their desired outcomes while using Hoist Group?s products and services. You will make sure to execute proper actions which facilitate decreasing customer churn, maximizing customer satisfaction, and increasing up-sell/cross-sell opportunities for the company
Customer Success Support Agentteam usually interacts with other company?s departments such as Sales, ISS, Finance and NOC in achieving their goals and maintaining a profitable customer?s relationship.
Follow up support tickets generated by customers until it is resolved
Participate in customer meetings - when required
Continuously strive for better workflow and processes
Provide accurate, valid and complete information to the customers by using the right methods and tools in a timely fashion
Manage and control charges related to maintenance works provided to customers, when applicable
Provide timely feedback to the company regarding service issues, bug issues or customer concerns, which can generate potential upselling opporturtunities
Analyze churn rate and advise on potential corrective measures
Work closely with Customer Success team leader and peers to solve problems collaboratively
Excellent language skills (written and spoken) in Italian and English; other languages are considered as a plus
Excellent PC skills and a solid knowledge of Internet related applications
Combine technical know how with empathy, patience and resilience
Open and eager to learn
Experience within a costumer service environment is a plus
Must be customer centric and have the ability to adapt/respond to different characters
Ability to multi-task, prioritize and manage time effectively
Self motivated and can manage change in a positive manner
Enjoy working in a dynamic environment where customer satisfaction is the driver.
Enjoy being a team-player within an international team and shift work should not represent a problem
Hoist Group MED Region (Italy, Portugal, Spain, and Turkey) is searching for aCustomer Success Support Agentto join ourCustomer Success Support Team.
You will have a key role in the company and the opportunity to play a key part in the organization. We are seeking motivated and high energetic people. We offer a long term contract with a competitive salary.
OR on a jobsite:
If you are up for the challenge and interested in joining our team, we welcome your application via our job portal: https://jobs.smartrecruiters.com/Hoistgroup