Pozíció leírása / Job description

Our business partner is looking for a Portuguese or Italian speaking Customer Success Specialist to join their team.
If you have experience in customer care, enjoy working in a dynamic and fast-paced environment, have strong communication and problem-solving skills, this could be the perfect opportunity for you!

• Understand the key business objectives customers are looking to achieve with our product and what success means to them

• Drive forward the success plans guiding customers towards achieving their goals.

• Actively monitor the performance of automated & digital customer journey tools through

• Conduct proactive outreach campaigns

• Deal with incoming customer inquiries related to administration, product and other matters

• Initiate manual interaction with the customers to address existing outstanding issues,

• Assist customers and local teams with billing queries and related activities.

• Assist customers and local teams with administration and related CS activities

• Actively cooperate with related stakeholders and teams across the globe.

• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer

• Help customers with information about the products, services and solutions, using relevant call handling protocols outlined in the procedures

• Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures

Elvárások / Requirements

• Excellent understanding of Customer Success and/or Account/Relationship

• Previous experience in BPO and Customer Success or Account Management role Customer Service and/or account management

• Customer centric mindset 

• Excellent communication skills (both written and oral)

• Fluent Portuguese or Italian and strong middle level English knowledge

• Excellent organizational skills

• Good attention to detail

• Excellent problem-solving and initiative skills

• Working both collaboratively and individually

• Structured “can-do” approach to open matters and tasks in a demanding environment

• A High school diploma or equivalent, College level preferred

• Previous experience working with SAP, Salesforce and Gainsight or similar CRM platform are an advantage

Amit nyújtunk / Benefits

What we offer:

• Competitive salary and benefit package  

• Full time Home Office opportunity 

• Supportive working environment

• Training support 

• Long-term career opportunity