Customer Success

As a Customer Success rep at Myatonce, you will play a crucial role in new customer on-boarding, retention and keep our clients engaged while maintaining strong relationships.

Our clients are crucial to our business and we’re looking for a customer success rockstar who can own the entire post-sales relationship, including onboarding, ongoing retention and upselling. Through calls, email/chat conversations and webinars with new customers, you’ll build strong relationships that persist through the lifecycle of the customer. You’ll be the first point of contact for all of our customers, acting as the friendly face of our business and leading them to the right team to solve their problem.

You are not afraid of analyzing data and reporting. Your world revolves around understanding and analyzing account metrics and needs. You know what to look for; and knows when a client needs an urgent phone call to optimize their MyAtOnce success.



Responsibilities:

Responding to customer inquiries via phone, email, or chat.

Providing information about products or services.

Resolving customer support complaints or issues in a timely and satisfactory manner.

On-Boarding and training new and existing customers

Updating customer accounts and maintaining healthy relationships

Offering appropriate solutions or suggestions to customers.

Maintaining accurate records of customer interactions and transactions.

Assisting customers with data organization and formatting



Qualifications:

Customer service/phone presence.

Knowledge of wholesale and retail beneficial

Experience in sales

Must be a strong problem solver

Excellent listening and phone skills

Strong written and spoken communication skills

Basic computer skills and data entry

Ability to deal with customers in a patient and reassuring manner with a polite and professional approach

The ability to deal tactfully with upset or angry passengers

Teamwork skills; must be dedicated and motivated



Preferred Qualifications:

3+ years of experience in customer success, inside sales, or retention sales

Experience in analyzing and optimizing the existing processes for clients

Exceptional ability to communicate and foster positive business relationships

Provide excellent customer service by being empathetic and professional in every interaction

Update customer information in the customer service database during and after each interaction.

Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

Coordinate with help desk staff to troubleshoot issues.

Ability to work autonomously and remotely.

Excellent verbal and written communication skills.

Experience in Cold Calling, Prospecting, and Lead Generation (Desirable).

Advanced English level.