Customer Success Associate

K21 Academy is currently hiring for a Customer Success Associate (CSA) to join our dynamic WFH team. If you're a highly motivated individual with a passion for ensuring customer success, we encourage you to apply for this rewarding position.

Position: Customer Success Associate

Graduation: Please only submit your application if you have graduated after the year 2019

Location: Remote

Salary: As per market standards

Shift: 2PM- 11PM IST

Responsibilities:

● Track customer training progress and manage inquiries using Ticketing systems or CRM.

● Respond to general and technical customer questions promptly and with expertise.

● Collaborate with the team to resolve customer issues and ensure their success.

● Build and maintain relationships with customers to gather feedback and testimonials.

● Provide timely and accurate information, addressing customer concerns effectively.

● Escalate complex technical issues to senior team members for quick resolution.

● Collaborate with other departments for a seamless customer experience.

● Proactively monitor customer satisfaction levels and take measures to enhance success.

● Maintain and update customer records regularly for accuracy.

● Participate in team meetings to discuss customer feedback and identify areas for improvement.

● Send meeting invites for effective communication and coordination with stakeholders.

● Utilize exceptional writing skills to compose reviews addressing customer concerns and feedback.

● Demonstrate beginner-level Excel knowledge for basic data analysis and reporting.

● Handle disputes by the established Standard Operating Procedures (SoP).

Requirements:

● Excellent written and verbal communication skills.

● Proven experience in customer success, account management, or related roles.

● Strong problem-solving abilities with a proactive approach to customer success.

● Proficiency in Ticketing systems or CRM platforms.

● Detail-oriented with excellent organizational and multitasking skills.

● Ability to work well under pressure and adapt to changing priorities.

● Collaborative mindset with the ability to work effectively in a team environment.

● Familiarity with social media platforms and online review management is a plus.

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