Customer Success Associate at Peach Cars KE

The Customer Success Associate is responsible for inbound and outbound communication to customers, directing customers to the appropriate team, resolving customer problems, assisting in customer retention efforts and ensuring that our customers have a positive experience while interacting with Peach. 

Duties and Responsibilities 

• Lead customer communications across phone, email, and text to support lead qualification, cold calling, surveys, and post-sale follow-ups.
• Collaborate with teams to ensure improved customer experience from lead generation to customer generation.
• Assist in customer retention efforts by constantly following up on customers who are within the Peach pipeline.
• Help analyze  market and performance trends sharing with the relevant teams to capture our customer needs and wants and enhance our customer support.
• Assist to do customer surveys to past customers to help know how to improve support better.
• Assist with KPI metrics tracking to help make data driven decisions and mold our business as per our client needs 

Knowledge and Experience

• At Least 4 years of experience as a customer experience/ support representative
• Experience in gathering and interpreting customer experience information
• Solid knowledge of online customer engagement platforms and channels 
• Proficiency in MS Office, as well as CX and CRM software
• Good interpersonal skills and a customer centered approach 
• Great organizational and time management abilities 
• Superb communication, collaboration and problem solving skills