Customer Success Executive

We are hiring!

Job Title: Customer Success Executive

• Location: Colombo 7

• Work Type: Hybrid (  2 days from office and 3 days from home )

• Work Hours: 8.30 a.m. to 5.30 p.m. ( need to cover 9 hours based on the shift )

• Working Days: Monday to Friday 

How to Apply:

Click Apply for Position



Areas of Responsibility

• Customer Service Excellence: Deliver outstanding support by addressing customer inquiries and
  resolving complaints received through inbound channels.
• Ensure a seamless and positive experience through timely and effective solutions, followed by outbound follow-ups to ensure customer loyalty.
• Policy Adherence: Follow and uphold customer service procedures, policies, and standards to maintain consistency and quality.
• Goal Achievement: Strive to meet and exceed set customer satisfaction goals, ensuring our customers' needs are consistently met.
• Trend Monitoring and Proposals: Stay informed on industry trends and best practices, and proactively suggest enhancements to improve our customer service operations.

Interactions

• Customer Happiness Manager: Report directly to the Manager, collaborating closely to achieve
  departmental goals.
• Technical Team: Communicate improvement suggestions, troubleshoot issues, and escalate technical problems to ensure timely resolutions.
• Commercial Team: Work with the commercial team to ensure all brands and client onboarding tasks are completed efficiently and within the specified deadlines.
• Key Customers: Engage with key customers and handle second-line customer cases to provide
  tailored support and solutions.

Deliverables

• KPI and Goal Adherence: Consistently exceed KPIs and goals set by the organization.
• Quality Assurance: Maintain the highest standards of quality in all customer interactions and service deliveries.

• Personalization: Ensure every customer is treated to their specific needs and preferences, by
  providing personalized responses at all times.

Tasks

• Swift Issue Resolution: Provide prompt and accurate assistance to customer inquiries and issues, ensuring quick resolution.
• Customer Follow-Up: Ensure issues are fully resolved and turn complaints into opportunities for
  delight. Aim to exceed expectations and build long-term loyalty by creating "wow" experiences
  with every resolution.
• Brand Onboarding: Assist the Sales and Marketing teams in successfully onboarding new brands
  / clients within established deadlines.
• Feedback Collection: Analyze and understand customer complaints, and relay insights to the
  Operations team to drive service improvements and reduce future issues.
• Domain Knowledge: Develop and maintain comprehensive domain knowledge to identify issues
  early and recommend enhancements to the Operations team.
• Cross Collaboration: Collaborate with different teams in the company to achieve a common
  goal.
  

Behaviors

• Customer-Centric Passion: Demonstrate a genuine passion for customer service and a commitment to going the extra mile to deliver the best possible experience.
• Self-Motivation and Persistence: Exhibit a self-driven, persistent attitude, never giving up on
  achieving customer satisfaction and service excellence.
• Goal-Oriented Enthusiasm: Show eagerness to meet or exceed set goals, continuously striving for personal and team success.
• Communication Skills - Demonstration of excellent written and verbal communication.

Ready to take your career to new heights? We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Customer Success Executive.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities. Apply now and see how you can be the perfect fit for this exclusive position!