Senior Customer Success Specialist

5 months ago

مصر, Egypt Webhelp Full time

**Customer Service/Support**

**Location**
- Giza, Egypt***

Job Title:
Senior Customer Success Specialist (Quality Analyst)

**Job Description**:
The Senior Customer Success Specialist supports an existing customer base with a moderate to high level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for developing an advanced level of product or service knowledge to support moderate to highly complex customer questions and concerns, while successfully addressing unexpected variables. Primarily focused on maintaining positive customer relations rather than actively promoting the sales of products and services. Possesses excellent organization and time management skills, effectively using level of independent judgement to prioritize tasks.
Responsible for effectively collaborating with our Global Service Delivery teams to ensure customers’ expectations are met. Understands and captures the voice of the customer for assigned client. Capacity to address moderate to highly complex issues independently with mínimal supervision. Expected to mentor or guide more junior Customer Success staff, as needed.
Responsible for ensuring high quality customer experiences across our B2B operations Team. This role identifies improvements by thoroughly performing controls and checks, mentoring providing coaching using the different feedback modules, ensuring that our team adheres to our company and customer systems and processes.
Conducting audits, identifying gaps in execution process steps, preparing, and sharing best practice to ensure stability of process performance within the norms and guidelines of the company and customer.
** Essential Functions - Duties and Responsibilities**
- Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment, using independent judgement.
- Develop an advanced level of product knowledge to speak intelligently to customers and successfully address specific objections.
- Successfully capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”.
- Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage.
- Ensure a high level of professionalism during all interactions with customers and prospects.
- Collaborate with cross functional teams and management to drive a superior customer experience.
- Ability to provide consultative support.
- May potentially attend vendor and/or external events, as needed.
- Provide mentoring and guidance to more junior Customer Success staff.
- Audit operational workflows like order processing and tickets.
- Evaluate key metrics like cycle times, drop-offs and first response times.
- Compile and track QA performance at Team and Individual level.
- Document quality assurance activities with internal reporting and audits.
- Ensure consistent costumer quality is provided externally and internally.
- Support Training activities - preparation/execution of on-the-job training.
- Identify non-compliant processes and recommend enhancements.
- Maintain internal knowledge base of past issues and resolutions collaborating with Training Teams.
- Simulate customer journeys to identify friction points or usability issues.
- Other duties, as assigned and necessary.

**Required Qualifications**
- Fluent English, second language is beneficial.
- 2-3 years’ experience in QA.
- 4-5 years’ experience in customer service or operations role.
- Deep knowledge of quality assurance terminology, methods, and tools.
- Proficiency in Microsoft tools, Excel, Word, Power Point and Outlook and business systems as necessary.
- Proficiency with CRM, support desk and understanding ERP systems.
- Strong analytical and problem-solving aptitude.
- Strong organizational skills and ability to multi-task, work efficiently involving multiple cross functional groups.
- Passionate and motivated self-starter who excels in a dynamic, fast-paced environment requiring only limited supervision.
- Excellent logic and troubleshooting skills.
- Ability to learn complex business operations and work under pressure.
- High attention to detail and commitment to quality.
- Detail-oriented and proficient interpersonal, written, and verbal communication skills.
- Passionate and motivated self-starter who excels in a dynamic, fast-paced environment requiring only limited supervision.

**Location**:
EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:
English

Time Type:
Full time
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