Customer Success Executive - Contract at Klasha

About the role

We are looking for a Customer Success Executive to join our customer success team on a contractual basis for a short term project. 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:

• Providing seamless/personalized customer experience to our customers.
• Acting as the primary liaison between the company and our customers.
• Communicating and solving customers' problems via phone, email, live chat and virtual meetings.
• Acting as a consultant and offering solutions for customers' problems.
• Documenting technical knowledge in the form of notes and manuals.
• Tracking and managing your work record.
• Working with all internal groups, including customer success, sales, engineering, and product management.
• Preparing accurate and timely reports.
• Engaging and building customer loyalty by delivering above-and-beyond support via chat, email, phone calls and other digital communications.
• Maintaining 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.
• Escalating issues that cannot be resolved on first contact resolution(FCR) to the backend and follow up on a resolution.
• Recommending new services/solutions or making suggestions for improvements by identifying relevant features and benefits.
• Establishing and maintaining good rapport with customers by using positive language and anticipating their needs.
• Liaising with the different teams in the company to Identify and implement strategic opportunities to improve customer experience and prevent churn.
• Taking initiative, being detailed and following up to ensure that all customer issues are resolved and closed in a timely manner.

You should apply if you:

• Have 2+ years of work experience in a similar role.
• Have a Bachelor’s degree or equivalent in Mass Communication or a related field.
• 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 - Freshdesk.
• Have an endless capacity for patience and calm, even when everyone around you is freaking out.
• Are action-oriented and able to follow up on feedback to ensure positive outcomes.
• Have excellent organizational and multitasking skills.
• Possess experience in Fintech or banking sector.
• Have a 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.