Persyaratan
Skills
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Deskripsi pekerjaan Customer Success Manager 99 Group
- Determine plan and success metrics for the team
- Define and improve Customer Success processes and SOPs
- Manage and monitor daily targets and issue handling by Customer Success team
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle and communicate customer complaints to the related stakeholders, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Take the extra mile to engage with customers
- Proven customer support experience or experience as a Client Service Representative
- At least 3 years of proven experience as a leader/ supervisor for customer service or customer support
- Track record of over-achieving targets
- Strong phone contact handling skills and active listening
- Ability to remain calm and respond positively and effectively to every situation
- Ability to always actively looking for new ways to improve customer experience
- Excellent communication and presentation skills; effective reporting
- Excellent analytical thinking and able to work with data processing tools (excel or spreadsheet)
- Creativity & proactiveness to keep improving self, the team, and the company
- Detail-oriented, ability to multitask, prioritize, and manage time effectively
- Bachelor degree
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