Customer Success Specialist KSA

Customer Success Specialist KSA

Department : Customer Support

Employment Type : Full Time

Location : EMEA-Saudi Arabia

Reporting To : Dania Abdel Qader

Description

In this role, you will be the voice of the customer, ensuring high satisfaction and smooth communication by handling inquiries, requests, and complaints received through various channels such as phone, email, and more. You will play a vital role in improving the customer experience by identifying trends, providing feedback, and collaborating with internal teams including the commercial organization.

Key Responsibilities

• Respond to customer inquiries, requests and complaints received via phone, e-mail, or any other communication channel
• Act as the voice of the customer by providing ideas and suggestions to improve the overall business, improve customer experience and / or specific customer inquiries
• Be a trusted advisor to internal and external customers regarding all kinds of (operational) topics
• Be alert to trends in requests and issues reported by customers
• Work closely with the commercial organization to ensure high customer satisfaction and smooth end to end process execution
• Provide input to Customer Success Manager / Supervisor regarding training needs and quality development; assist with development and presentation of information and training when needed
• Document information in the company’s database(s) about each contact you handle following defined parameters
• Contribute ideas to improve productivity and customer experience and participate in activities and projects designed to improve customer satisfaction and business performance

Skills, Knowledge & Expertise

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