Customer Success

About the job

This job is sourced from a job board. Learn More

Responsibilities

 

• Responsible for responding to customer inquiries through communication platforms such as WhatsApp, social media chat, and email in accordance with company-set KPIs.
• Diagnose and resolve customer issues via WhatsApp, social media chat, and email.
• Communicate effectively and enhance customer satisfaction.
• Coordinate and collaborate with the team & be proactive.
  
   

Requirements

 

• Bachelor’s Degree in Communication, Business, or IT
• Minimum 2 years of experience as a Customer Success / Customer Support in a B2C or startup environment
• Skilled in handling customer inquiries quickly, politely, and effectively via multiple channels (chat, WhatsApp, email)
• Excellent verbal and written communication skills, with the ability to handle complaints and escalations professionally
• Capable of performing soft selling and cross-selling in a customer-centric manner
• Experience in quality control (QC) communication, including reviewing interactions and providing feedback to the team
• Proficient in using Google Suite, especially Google Sheets for customer data tracking and daily reporting
• Basic analytical skills to identify patterns in customer issues, feedback trends, and service quality
• Experience with Omnichannel systems
• Ability to deliver product onboarding and educational content to customers
• Experience working with cross-functional teams (e.g., product, technical, marketing)
• Experience in fast-paced startup or digital company environments
• Ability to work in shift schedules (work weekends and public holidays) if required and meet KPI and SLA targets while adhering to operational SOPs