Customer Success Executive - International Process 

Job description : 

1. Conducting quality assurance surveys with customers and providing feedback to the CSM.

2. Collect customer responses, and feedback and enter data accurately, code calls appropriately and correctly.

3. Manage outbound calls in a timely manner as suggested by CSM for the targeted audiences.

4. Educates customers who are interested in learning more about the program and services offered.

5. Places outbound calls to existing customers.

6. Follow communication "scripts", jargon as said by CSM to pitch the CSAT.

7. Identify customers' needs, clarify information, research issue/concerns and provide solutions and/or alternatives.

8. Using excel, prepare reports and manage data.

9. Sets expectations for customers regarding the next steps.

10. Meet standard quality and performance metrics for supported campaigns.

11. Provide continuous improvement suggestions to the customer service manager.

12. Engage in team-building activities to help team members understand, embrace, and achieve

Key performance indicators : 

Desired candidate should have :

1. A bachelor's degree in administration or a related field.

2. A maximum of 2-3 years experience.

3. Excellent interpersonal and written and oral communication skills.

4. Knowledge of CRM systems.

5. Computer skills.

6. Knowledge of mediation and conflict resolution techniques is preferable.

7. Mixed-mode survey experience (preferred)

8. Experience with Key Performance Indicators (KPIs)

9. Should be comfortable with rotational shifts.

10. Familiarity with US geography & SaaS is a plus.

Benefits :

- Relaxed Working Environment

- Five days working

- Two minutes walking distance from Metro Station

- Healthy Atmosphere

- Meals.

- Medical Insurance.

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