Customer Success Executive

Responsibilities

• Customer Service Management
• Resolves customers’ requests within the defined KPI targets
• Responsible for understanding the customer’s requests to achieve a satisfying outcome
• Owns an issue until a new owner has been found or the problem has been mitigated or resolved
• Will attend external meetings as required
• Broad Product/Service Understanding
• Staff must understand how we render the services to the customer to ensure resolution is complete
• Staff must keep abreast of changes to existing services and processes via the knowledge base platform
• Will attend product design meetings in lieu of the team lead
• Continual Service Improvement
• It’s about learning from what has worked and what has not and being opened to ‘smarter’ ways of working
• Championing specific activities to improve team’s or customer’s processes
• Making sure that recurring incidents or problems are logged and followed up for permanent resolution
• Performance Management
• It is your responsibility to track your performance daily, weekly and monthly and assess your performance in line with your KPI targets
• It is your responsibility to seek help to improve your performance where required

Requirements

• A tertiary qualification (eg related to Information Technology) and/ or equivalent experience
• ITIL V3 Foundations Certification (achieved), Other qualifications not mandatory but recognized
• 2-4 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role