Customer Success Executive at ABNO Softwares International

About the job
The position is responsible for efficient and timely management of the customer life cycle to meet the company's objectives of profitability and customer satisfaction. The position holder undertakes Customer Relationship Management and oversees day-to-day customer operations.

Roles and Responsibilities
Client support

1. Deal directly with customers either by telephone, electronically or face to face with an aim of Ensuring great customer experience.
2. Managing incoming calls requests and customer service inquiries within 12 hours.
3. Handle and resolve customer inquiries and complaints by obtaining and evaluating all relevant information.
4. Have a 360-degree view of your customer by following up on customer interactions at all times.
5. Conducting a wellness checkup to all clients on monthly basis with an aim of reaching out and understating what products they have and how well they are working for them; enquire what more we can do for them and suggest other available solutions that they can use.
6. Communicate to the client after a solution implementation to find out if the system is working well.
7. Acknowledging the customer’s concerns by appraising the clients on the internal progress of solving their challenges/ concerns and the expected solution turnaround time.
8. Generating sales leads that develop into new customers
9. Conduct quarterly audits on product usage.
10. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
11. Keep records of customer interactions through the CRM, process customer accounts and file all documents
12. . Create a monthly plan of all customers and how you intend to engage them and provide a monthly customer feedback report.
13. Weekly progress report on client’s inquiries, complaints & solution given including the turnaround time of response.
14. Prepare a weekly report on the wellness checkup of the clients- This is on the clients who have not raised any complaints/concerns.
15. Advise the business on the understanding of the client’s needs and preferences.
16. Be the link between the client and the organization by having continuous communication with the client and ensure that the client status is well known to the management and the technical team.

Knowledge, skills and experience required

1. A bachelor’s degree in administration or related field.
2. A minimum of 3 years' experience.
3. Excellent interpersonal and written and oral communication skills.
4. Ability to lead a team.
5. Knowledge of CRM systems.
6. Computer skills.
7. Knowledge of mediation and conflict resolution techniques is preferable.