SA Customer Success Associate

About the role

The primary purpose of the Customer Success Associate is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services and ensure that customers are fully satisfied and happy and ready to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times.

What you'll be doing

• Field customer queries and communicate via various channels (Phone, chats, email, social media).
• Using the company’s service desk to communicate, record, and escalate, where required, customer issues.
• Maintain professionalism when interacting with customers across any channel.
• Enable customers to do troubleshooting via the self-service knowledge base and assist and guide customers accordingly.
• Prioritising and managing several open cases at the same time. 
• Ability to escalate issues and do necessary follow-ups.
• Ensure appropriate standards and procedures are adhered to at all times.
• Ensure all issues are escalated within company processes and SLAs and follow up on resolution with internal teams and customers.