Do you want to join a pioneering Fintech group at the vanguard of revolutionizing payment practices?
Are you the Customer Success Agent everybody wants to have in their team?
As the Customer Success Agent, your role centers around overseeing the interactions between the company and its clients. Your main objective is to guarantee client satisfaction by addressing their requirements and elevating their overall engagement with the company's products or services.
This multifaceted role entails a blend of customer support, relationship management, and strategic planning to cultivate strong and lasting partnerships.
Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with clients, acting as the main point of contact. Understand their unique needs, preferences, and goals.
- Customer Support: Provide exceptional customer support by addressing inquiries, concerns, and technical issues promptly and effectively. Offer solutions to problems and ensure clients receive timely assistance.
- Client Onboarding: Facilitate the smooth onboarding of new clients, guiding them through the setup process and ensuring they have a clear understanding of the product or service.
- Problem Solving: Collaborate with cross-functional teams to solve complex client challenges.
- Product Expertise: Develop a deep understanding of the company's products or services, becoming a go-to resource for clients seeking guidance on using the offerings effectively.
- Client Feedback: Gather feedback from clients regarding their experiences, needs, and suggestions for improvement. Communicate this feedback internally to drive product enhancements and process improvements.
- Performance Analysis: Monitor key performance indicators (KPIs) related to client satisfaction, engagement, and usage. Analyze trends to identify areas for improvement.
- Communication: Keep clients informed about updates, changes, and new features related to the product or service. Provide regular communication to ensure transparency and build trust.
- Client Training: Provide training sessions or resources to clients to help them maximize the value they receive from the company's offerings.
- Conflict Resolution: Address conflicts or disputes that may arise, working to find solutions that align with both the client's needs and the company's capabilities.
- Client Advocacy: Act as an advocate for clients within the company, ensuring that their needs and priorities are considered in decision-making processes.
Responsibilities:
- Comprehensive training will be provided, yet prior experience in a call center, forex (fx), or technical support setting can prove advantageous.
- A customer-focused mindset is essential.
- Superior communication skills in English, both written and verbal, are imperative.
- Flexibility to work shifts including weekends and late nights, is required. Typical schedule is the following: 4 "day:"shifts 07:00-15:30, 09:00-17:30, 11:00-19:30 & 15:30 - 00:00. Night shift is 00:00-07:00 (on weekly rotation basis - 1 person is doing it for 1 week). Night shift will be expected to be covered by the Agent during one week, once every 8-10 weeks.
- Proficiency in computer usage, with a sound understanding of general computing.
- Capability to manage customers with composure and professionalism, even in challenging situations.
- Adeptness at multitasking
- Proficiency in additional languages is a plus
Benefits:
- Competitive salary package: 1800 euros gross monthly + yearly KPI bonus paid quarterly - 2.5K euros in total per year
- Plus extra hours on the weekend with extra pay
- Brand-new, spacious office located in Paphos, Cyprus.
- Access to an on-site gym for your fitness needs
- Youthful and dynamic work environment.
- Team-building activities and cheerful happy hours.
- Continuous growth and career development.
To apply, please send your CV now to: sam.macaron@emeraldzebra.cy
