A leading digital company is looking for a Customer Success Representative to join their Tel Aviv team!
Responsibilities: - Be available to customers - service first- skilled and can help with more complex questions and requests - Viewed as the face of a company with the company’s customers (enterprises & SMBs), a critical component of sales and word-of-mouth marketing. - Round-the-clock help via multiple channels: knowledge base documentation, email, phone, chat, social media, etc. - Works side-by-side with marketing / sales / product teams - Holistic metrics tied to company-wide goals (e.g., C.S, sales). - Evaluate, troubleshoot, and follow-up on customer issues across various channels including Chat, Slack, and Emails - Respond promptly to customer inquiries – within 24 hours (excluding weekends). - Help leads figure out what they need and suggest appropriate services. - Respond to in-bound conversations from leads and customers - Manage customer expectations with respect to turnaround times and product descriptions. - Collaborate with colleagues to find the answers you need, and communicate these clearly to the customer. - Identify common customer challenges and share customer feedback with the team to help improve processes and products. - Develop process and answers to common challenges and questions and build out our self-serve knowledge base - Support Success and Growth Managers on various initiatives to improve our Success and Operation functions.
Requirements: - Past experience in success positions – Must - Strong technical skills - English- High level proficiency - Experience working with Zapier, Hubspot, Slack - Advantage - Great social skills and service oriented - Ability to take ownership and be responsible for your tasks independently - Must be organized, detail-oriented and resourceful - Superior writing skills and clear communication are a must! - Positive, empathetic and professional attitude toward customers at all times. - Confidence to take charge and resolve issues efficiently, and ability to recognize the need to escalate as required. - Ability to learn new products and processes quickly, and communicate these to customers in a clear and concise manner. - Self-sufficiency: Our team is small and works independently, so you’ll be successful if you’re able to onboard quickly, research the answers to questions, and rely on past experience to make judgment calls with little to no hand-holding.
For more information or to apply send your CV to firstname.lastname@example.org with "Customer Success Representative" in the subject or apply directly on www.urbanrecruits.co.il