Job Summary

Our client is seeking to hire a Customer Success Manager who will be responsible for interacting with customers to provide and process information in response to inquiries, concerns, requests, and challenges within planned timelines, and scope and with high quality. Also, the individual will be responsible for giving support to customers via voice and non-voice channels (live chat, phone, social media) and directing issues to appropriate team members.
The ideal candidate should be a multi-talented individual who can undertake customer support and account management roles. The individual must be a fast learner with the ability to juggle multiple tasks, be highly organized, and pay attention to details.

Key Responsibilities

Resolve complaints, provide appropriate solutions, and alternatives, and ensure resolution within a given timeframe.
Provide accurate, valid, and complete information by using the approved methods/tools.
Resolve product or service requests or problems via voice and non-voice channels (phone, email, or social media), by clarifying the customer’s complaint/request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Communicate complex issues to appropriate service owners or departments to determine and recommend appropriate courses of action.
Identify and assess customer needs to ensure satisfaction.
Ensure all information management systems are constantly updated and accurate.
Keeping records of interactions with customers, processing accounts, and file documents of customers.
Record all inquiries and complaints of customers.
Capture and disseminate business and technical information.
Create and manage customer database.
Undertake Customer and Product Surveys and identify common customer challenges.
Prepare and submit reports every week.
Attract potential customers by answering product and service questions and suggesting information about other products and services.
Recommend potential products or services to management by collecting customer information and analyzing customer’s needs.
Identify and assess customers' needs to achieve satisfaction
Empathize with every aspect of the customer experience, putting customers’ needs first.
Guide and coach customers with a dedicated customer success process.
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
Help drive customer references and case studies.
Build sustainable relationships of trust through open and interactive communication
Create communication procedures, guidelines, and policies and ensure strict adherence.
Compile reports on overall customer satisfaction.
Handle soft sales inquiries and passing to the appropriate team members, set up demos with our sales team, and ensure correspondence with customers

Requirements

Good first degree in any relevant field
5+ years’ Cognate experience managing a customer service department in a payment ecosystem.
Bilingual skill is an added advantage (French and English)
Customer orientation and ability to adapt/respond to different types of characters
Ability to multitask, prioritize, and manage time effectively
Excellent written and verbal communication skills
Excellent teamwork and Leadership skills