Customer Success Representative
FEBRUARY 2021 I BRUSSELS
What
We Expect
As a Customer Success Representative, you will provide product information and resolve any emerging problems that our customers might face with accuracy and efficiency.
You are genuinely excited to help customers. You are empathetic and passionately communicative. You can put yourselves in the customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to you. You are confident at troubleshooting and investigate if you don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
This position is client-centric by nature. We expect the position holder to have a "get it done" spirit.
To be successful, you will have a passion for positive client experience, an eagerness to master our product features to guide our clients throughout their work, a healthy dose of positivity and a natural helper mindset, a good knowledge of technology, great verbal and written communication skills, an eagerness to learn and a solid command of Dutch, English, and French.
Key Accountability
Resolve customer inquiries, issues, and eventual complaints
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Provide appropriate solutions and alternatives
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Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
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Escalate appropriately when not resolvable within the time limits by creating clear tickets
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Follow up to ensure resolution
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Manage incoming calls, emails, and chatbot handovers.
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Provide accurate, valid, and complete information by using the right methods/tools (emails, chatbot handovers, phone)
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Keep records of customer interactions, process customer accounts, and file documents
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Identify and assess customers’ needs to achieve satisfaction
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Take the extra mile to engage customers
Engage in pro-active customer success activities
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Empower end-users by onboarding them and driving value through interaction with a chatbot
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Encourage adoption of all features using a chatbot
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Educate the client on feature enhancements and evolution of the platform
Establishing good relationships with all departments and colleagues
Key
Person
Attributes
Hands-on with a commercial spirit (i.e. you can understand our client)
A constructive positive attitude, mature and self-confident, pro-active and autonomous
Is a natural helper
A team player who takes responsibility for results
Eager to learn
Good chemistry and fit with the firm’s culture
Must Have
High School degree
Strong verbal and written communication skills (Dutch, English, and French proficiency are a must)
Ability to multi-task, prioritize, and manage time effectively
Analytical mindset - the ability to identifying the root-cause and the real need of a customer
Customer orientation - the ability to adapt/respond to different types of characters
Nice To Have
Familiarity with CRM systems and practices
Proven customer support experience or experience as a Client Service Representative
Additional languages
