Customer Success Associate- Temporary Reliever at Umba

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
• Provide accurate information about products, services, and policies to customers
• Assist customers in troubleshooting technical issues with products or services through your team lead.
• Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Resolve customer complaints and escalate complex issues to appropriate channels for resolution.
• Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction
• Onboard new customers, providing training and guidance on product features and best practices.
• Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information to customers.
• Participate in training sessions and team meetings to enhance customer service skills and knowledge.
• Contribute to the continuous improvement of our customer success processes and procedures.
• You will report to the Team lead of Umba Customer Success

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field
• Proven customer service experience in a fast-paced environment.
• Excellent communication skills, both verbal and written
• Ability to multitask and prioritize tasks effectively
• Strong problem-solving skills and a proactive approach to addressing customer needs
• Ability to work collaboratively in a fast-paced, team-oriented environment
• Familiarity with CRM software (e.g., Odoo) and customer success tools is a plus
• Passion for delivering exceptional customer experiences and driving customer satisfaction and retention.
• Experience with live chat support software and social media platforms