Customer Success Specialist Role in Customer Engagement

2 days ago


Singapore CASA CONCETTO PTE. LTD. Full time

Company Overview:

Casa Concetto PTE. LTD. is a dynamic company seeking a skilled professional to enhance customer interactions and drive ticket quality.

Salary:

$1,800.00 - $2,200.00 per month

About the Job:

We are looking for a Customer Success Specialist to join our Zendesk Operations team. The ideal candidate will excel in managing customer inquiries, maintaining clarity in communications, and contributing to the continuous improvement of our Customer Journey.

Main Responsibilities:

  • Ticket Management:
  • Respond promptly to customer inquiries via Zendesk across email, chat, and WhatsApp touchpoints.
  • Address customer concerns effectively while maintaining a professional tone that reflects the company's voice.
  • Tag and categorize tickets appropriately to facilitate streamlined reporting.
  • Touchpoint Execution:
  • Implement the defined touchpoints (e.g., inquiry follow-up, personalized offers) to engage customers and drive conversion.
  • Use customer profiling insights to offer tailored solutions and recommendations.
  • Reporting and Analytics:
  • Maintain daily reporting logs with data on tickets handled, resolved, and escalated.
  • Provide feedback on customer behavior trends to help refine touchpoints and strategies.
  • Quality Assurance:
  • Follow standard operating procedures (SOPs) for ticket handling to maintain high-quality customer service.
  • Raise concerns about recurring issues or patterns to the Zendesk Team Lead.

Required Skills and Qualifications:

  • Proficiency in using Zendesk or similar CRM platforms.
  • Excellent written and verbal communication skills in English.
  • Strong attention to detail and ability to multitask in a fast-paced environment.
  • Basic Excel
  • Experience in customer service or a similar role.
  • Knowledge of sales funnel processes and customer engagement strategies.

Benefits:

  • Flexible schedule
  • Work from home

Job Types: Full-time, Part-time



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