Responsibilities
As ThunderQuote continues to broaden its scope of services and offerings, we are actively advancing customer satisfaction and retention. We are currently seeking a dedicated candidate who is passionate about serving the social sector, embodies a fervent commitment to customer success and strives to consistently deliver an unparalleled customer experience to join our team as a Customer Success Representative / Specialist.
Here are some ways you will be working together with us at TQ:
- Providing exceptional customer service and support to our clients through various channels, including face to face, phone, email and social media.
- Proactively engaging with clients to understand their needs and identify opportunities to enhance their experience with our products and services.
- Build and maintain strong relationships with clients by providing timely and accurate information, addressing their concerns, and resolving any issues they may have.
- Collaborate with other teams within the organization, including Product, Consult and Sales teams to escalate technical issues, monitor progress, and ensure timely resolution.
- Assist with solution implementation, onboarding new clients and providing them with the necessary training and resources to use our products and services effectively and boost customer referrals.
- Monitor, analyse and report on customer feedback, trends, and issues to the Customer Success Manager or other pertinent units as assigned by the Operations Director.
- Assist in preparing documentation or visuals of the clients’ satisfaction levels; analyse trends using industry standard metrics to identify areas for improvement.
- Develop, build and maintain customer-success strategies, systems and best practices, as well as customer-support content.
- Maintain accurate and up-to-date customer records in the company’s designated database.
Our ideal candidate possesses some of the below:
- Diploma / bachelor’s degree in business administration, Communications, or related field.
- 2+ years of experience in customer success, project management or similar roles, preferably within the technology sector.
- Experience with customer-centric software, databases, and tools.
- Excellent communication skills, both written and verbal.
- Impeccable customer service skills and personality.
- Strong problem-solving skills and ability to think critically and creatively.
- Ability to work independently and collaboratively in a team environment.
- Familiarity in software development and IT industry is advantageous.
- Recent graduates displaying enthusiasm and an appetite for learning will also be given consideration.