Job brief

We are looking for a pleasant Sales/Customer Success Associate to undertake customer relationship management and sales management functions for our digital products, solutions and services. You will work with our Customer Success, Business and Growth Teams and must be conversant with providing customer support and managing customer experience in a digital environment.

Customer Support Specialist responsibilities include handling pre-sales support, resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with sales, CRM software and digital tools.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

1. Monitoring relationships with existing customers through CRM systems
2. Handle inbound calls, emails, and support tickets, and respond efficiently to customer questions regarding all our services, products and solutions.
3. Work with marketing and sales team to actively seek out new sales opportunities through cold calling, networking and social media.
4. Respond to customer queries in a timely and accurate way, via phone, email or chat.
5. Work with marketing and sales team to actively seek out new sales opportunities through cold calling, networking and social media.
6. Identify customer needs and help customers use specific features.
7. Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
8. Update our internal databases with information about technical issues and useful discussions with customers.
9. Monitor customer complaints on social media and reach out to provide assistance.
10. Share feature requests and effective workarounds with team members.
11. Inform customers about new features and functionalities.
12. Follow up with customers to ensure their technical issues are resolved.
13. Gather customer feedback and share with our Product, Sales and Marketing teams.
14. Assist in training junior Customer Support Executives/Interns.

Requirements and skills

1. Experience as a Sales/Customer Support Associate  or similar CS role.
2. Familiarity with our industry is a plus.
3. Experience using help desk software and remote support tools.
4. Understanding of how CRM systems work.
5. Knowledge of online sales process and delivering digital customer service.
6. Excellent communication and problem-solving skills.
7. Strong communication skills along with a customer-oriented attitude.
8. Multi-tasking abilities.
9. Patience when handling tough cases.
10. Minimum of first degree is required.
11. A degree in computer science, management or social sciences as well as additional professional qualifications will be added advantages.

Growth and Progression

• Upon a minimum stay of 9 months, Associates can progress to a Senior Associate or Consultant  level roles in Business Development and Growth.

Salary

• Industry average (with peculiar environmental factors consideration).

Internship Entry level

Applicants who are passionate but have skills and experience gap can apply through our internship route by sending a detailed internship application with their resume to [email protected]