Customer Success Executive

We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports and FMCG companies across the globe.With a creative management, a skilled team, and an inherent ability to succeed, Survey2Connect strives to grow and reach heights.\n\nPosition Description:\n\nCustomer Success Executive plays a critical role in client satisfaction and thus brings repeat\nbusiness. They are the primary point of contact for the company's clients and need to have\ngood communications, interpersonal and problem-solving skills. We are looking for a smartworking, dedicated individual to join our team.\n\nResponsibilities:\n\nDevelop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.\nEnsure all customers are successfully using the product or service they’ve purchased from the company.\nRespond to customer queries in a timely and accurate way, via phone, email or chat\nProvide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.\nIdentify customer needs and ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.\nAnalyze and report product malfunctions (for example, by testing different scenarios or impersonating users)\nAid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.\n\nRequirements:\n\nProven relevant experience of more than 1 year\nActive problem-solving and analytical skills\nExcellent interpersonal and communication skills\nCustomer focus and ability to perform under pressure