Customer Success Associate at Klasha

About the Role

• We are looking for a Customer success associate to join our customer success team.
• The ideal candidate will be responsible for client relationship management and customer satisfaction. He/she should be highly innovative, customer centric, has a can-do attitude, and be result-oriented.

What You Will Be Doing

• Provide seamless/personalized customer experience to our customers.
• Engage and build customer loyalty by delivering above-and-beyond support via chat, email, phone call and other digital communications.
• Maintain an updated knowledge of the company's products, services, and customer service policies.
• Communicating effectively with customers to help resolve issues with Klasha support tools.
• Escalate issues that cannot be resolved on first contact resolution(FCR) to the backend and follow up on a resolution.
• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Liaise with the different teams in the company to Identify and implement strategic opportunities to improve customer experience and prevent churn.
• Take initiative, be detailed and follow up to ensure that all customer issues are resolved and closed in a timely manner.

Requirements
You should apply if you:

• Have a Bachelor’s Degree or equivalent in Mass Communication or a related field.
• Have 2+ years of work experience in a similar role.
• Are an excellent writer and speaker of English, able to explain complex concepts in a clear, simple manner to customers.
• Are proficient with the CRM software - Zendesk.
• Have an endless capacity for patience and calm, even when everyone around you is freaking out.
• Are a strong problem solver.
• Have a minimum of a Bachelor’s Degree from a recognised institution.
• Are action-oriented and able to follow up on feedback to ensure positive outcomes.
• Have excellent organizational and multitasking skills.
• Have the passion for delivering an amazing customer experience.
• Posses good time management skills and an ability to thrive in a fast-paced environment.

Key Competencies:

• Emotional intelligence
• Data Integration
• Communication
• Problem solving
• Time management

Benefits
Our people are the heart of the business, so we prioritize welfare and offer a wide range of competitive benefits including but not limited to:

• All the latest technology you need to do your role including a laptop and accessories.
• Private health insurance
• Free lunch in the office
• Budget for French language classes
• One-time home office set-up allowance
• Hybrid; remote + office hours and flexible working conditions
• Access to Klasha Sessions development training courses
• Diesel and fuel allowance for remote working
• Work-from-anywhere weeks: Work from anywhere for three weeks in a year
• Paid birthday day off
• Team building events
• Bank holidays swap
• Calm membership
• Access to mental health wellness services
• Paid parental leave