Customer Success Associate (Maternity Cover) at Umba

Job Summary:

• We are seeking a motivated and customer-centric individual to join our team as a Customer Success Associate, and to cover the current post-holder's maternity leave for a period of 6 months.
• The successful candidate will play a vital role in supporting our customers, ensuring their needs are met, and driving satisfaction and retention.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
• Provide accurate information about products, services, and policies to customers.
• Assist customers in troubleshooting technical issues with products or services through your team lead.
• Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Resolve customer complaints and escalate complex issues to appropriate channels for resolution.
• Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.
• Onboard new customers, providing training and guidance on product features and best practices.
• Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information to customers.
• Participate in training sessions and team meetings to enhance customer service skills and knowledge.
• Contribute to the continuous improvement of our customer success processes and procedures.
• You will report to the Team lead of Umba Customer Success

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field.
• Proven customer service experience in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Ability to multitask and prioritize tasks effectively.
• Strong problem-solving skills and a proactive approach to addressing customer needs.
• Ability to work collaboratively in a fast-paced, team-oriented environment.
• Familiarity with CRM software (e.g., Zoho CRM) and customer success tools is a plus.
• Passion for delivering exceptional customer experiences and driving customer satisfaction and retention.
• Experience with live chat support software and social media platforms.