Customer Success Lead

Kuwait City, Kuwait

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Job Duties and Responsibilities: Customer Support:

Handle day to day operations of the customer support team.
Develop, train, and manage team members.
Continuously improve contact handling processes across telephone, whatsapp, live chat and emails.
Manage inbound support queue, ensuring adequate coverage and support.
Step up and lead by example by handling contacts during peak times.
Serve as an escalation path for customers and internal partners.
Resolve and manage customer issues and complaints, including timely follow-ups and escalations when needed.
Drive performance by utilizing team engagement strategies and OKR\xe2\x80\x99s to motivate team members.
Elevate the team through continuous feedback and knowledge sharing.
Create and update customer support policies and procedures along with enhancing tools and content.
Define SOPs and deploy processes for new or changing business policies.
Create effective FAQ pages and other online support resources to address common customer questions.
Share customer insights with the Sales team.
Work with Engineering to prioritize customer reported defects and feature requests.
Develop a customer-driven problem-solving process, identifying pain points across the business and working with teams to develop fixes.

Customer Growth:

Build and maintain strong business relationships with the new and existing Ajar B2B customers to build loyalty and retention.
Update the CRM database with all customer information.
Follow up with the existing subscribers, identify upselling/cross-selling opportunities and ensure renewals are paid on time.
Keep up-to-date with the developments of Ajar platform to answer any questions regarding the same and meet customer expectations.
Ensure an accurate flow of information between customer and team to ensure excellent customer service implementation and after sales.
Handle contract renewals and follow up on pending payemnts.
Reporting of activities, leads and sales updates using CRM or any other tool found relevant by the department.
Contribute to the development of new product features by collating customer feedback received
Provide online training to Ajar customers when needed.

Knowledge, Skills and Abilities:

Strong experience in sales, customer support and account management. Leadership exposure to customer support or account management would be given preference.
Proven experience in optimizing support center and customer service performance.
Experience in LiveChat, WhatsApp Business, email and phone support.
Experience in the real estate market is a plus.
Experience with CRM\xe2\x80\x99s like Zendesk and Hubspot is needed. Zendesk experience as a master administrator is a must.
Expertise with formulating Chatbots AI would be a plus.
Experience working with SAAS based business is desired.
Proactive with ability to make good judgment calls.
Skilled in upselling and cross selling.
Courteous and professional, with ability to handle different customer personality types.
Excellent t\xc3\xa9l\xc3\xa9phone \xc3\xa9tiquet\xc3\xa9.
Strong computer skills in Google Docs, Sheets, and Slides.
Fluent in Arabic & English.

Job Type: Full-time Salary: Up to KD800.000 per month Application Question(s):

Experience:

Language:

Application Deadline: 26/03/2023

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