Customer Success Agent - Remote from Lahore

About the company we're hiring for Currently:

 A SanFrancisco based Email Marketing Company searching for tech-savvy flexible go-getters who welcome new challenges and are open to learning new tools and software.

Job Description:

Were specifically looking for a customer success champion who will roll up their sleeves and offer assistance to those who seek help. As a key member of our Customer Success team, you will help clients with their queries, build strong relationships with customers, and collaborate with teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should possess Analytical thinking, Empathy, strong reporting skills, and most important of all, be self-motivated.

Objective of the role

• Offering assistance to clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction.

• Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos.

• Funneling user voice to the product team using our community feedback page and Intercom tools.

• Take scheduled Zoom calls to offer assistance over screen share.

• Upsell to existing customers or find new leads and close sales.

• Identify and execute new strategies to boost MRR.
  

Daily Responsibilities:

• Handling Intercom chats

• Taking demo calls

• Creating bug reports

• Creating feature requests.

• Maintaining reporting sheets of daily activities.

• Clearing Compliance reviews.

• Keeping track of Churn and finding new ways to reduce that churn.

Monthly Responsibilities:

• Review Bugs reported and check their current status.

• Update the Feature Requests and where they stand in terms of implementation.

• Review monthly performance as per manager.

• Offer ideas on how to improve the overall customer experience.

• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

Required Skills & Qualifications:

• Strong verbal and written communication

• Strong drive to learn new tools and technologies.

• Curiosity to identify and resolve issues.

• Attention to detail.

• Analytical and process-oriented mindset

• Comfortable collaborating across multiple departments in a deadline-driven environment

• Active team player, self-starter, and multitasker who can quickly adjust priorities
  

Nice to have:

• Familiarity with any CRM is nice to have

• Proficient in writing formal messages

• Familiarity with E-commerce platforms and SaaS-based businesses.

Preferred Qualifications:

• Bachelors degree or above

Timings:

• Eight-hour shifts on a rotary basis for 6 months

Other Details:

Work Mode: Remote - Lahore

Experience: 1+ years

Days: Monday to Friday

Timing: 12pm - 8pm (8 hours) - Rotational Shift

Benefits: Health Insurance and PTO

About HR Ways:

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983azto stay updated or visit www.hrways.co to know more.