Customer Success Officer at Ascentech Services Limited

Key Responsibilities

• Check-in on Member onboarding journey to identify blockages to approve the Member.
• Ensuring that Members are enabled to complete the signup process.
• Liaise with respective Teams and Partners to handle Member requests, open transactions, complaints, and issues to provide appropriate solutions and alternatives within the time limits and following processes; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Keep thorough and accurate records of Member interactions, process Member accounts and file documents
• Keep personal and financial information of Members and Company private and secure
• Develop and maintain a good understanding of Prospa’s products and services through training, knowledge and practicals in order to effectively provide product information/demonstration to prospective and new Members and colleagues when requested.
• Communicate with Members through different channels - calls, emails, Social Media
• Generate sales leads to drive positive company sales results through Telesales
• Meet individual and Team sales targets and call handling quotas
• Uphold the brand values of Prospa, including ensuring the standards and guidelines are adhered to.

Skills & Qualifications

• Graduate Degree
• 1-2 years minimum proven Member/Customer Support experience or experience as a Member/Customer Success Agent
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems/technology and practices, continually learning how to use them to deliver great Member care
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Has a notice period of no more than 2 weeks
• Fintech or FMCG experience
• Committed to continuous education through workshops, seminars and conferences
• Strong business sense and industry expertise
• High emotional intelligence and ability to adapt/respond to different types of Members
• Adaptable, and quick learner who can easily adjust to working in various Teams within the Sales Department