Customer Success Manager – Program Specialist, Italian
Assent
Job Level
Mid-LevelSenior
About the role
- Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfilment related problems and providing support to the customer ensuring a high level of satisfaction.
- Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce.
- Primarily handle escalations related, manager call-backs and service recovery cases via emails.
- Provide First Contact Resolution (FCR) according to standard operating procedures; follow up via call back, email and social media when non-FCR.
- Manning of respective escalation queues and backlogs focusing on Logistics, Payments and Cross Border.
- Update case details appropriately in Gdocx, Salesforce and CRM.
- Meet Key Performance Indicators like average handling time, FCR rate, contact response rate, customer satisfaction score.
- Record case details in Customer Relationship Management (CRM).
- Communicate effectively by providing accurate information to users and external partners.
- Ensure resolution of fulfilment related problems and disputes and provide effective solutions for customer disputes.
- Assist in developing and improving existing dispute process.
- Assist Team Leader to monitor real time performance and initiate appropriate actions.
- Assume additional responsibilities, communicate effectively with team members, take on ad-hoc projects and undertake other duties as assigned by Management.
Requirements
- Good communication skills
- Experience with CRM systems (Salesforce)
- Ability to handle social media, email and chat inquiries
- Ability to manage escalations and service recovery
- Ability to meet KPIs (AHT, FCR, contact response rate, CSAT)
