We are searching for a Senior Customer Success Manager who is a dynamic, passionate, self-starter to join Alohi's Geneva office. Your job is to support our new customers with an exceptional customer on-boarding program and help currently existing customers receive an exceptional experience with our services. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to not only meet but to exceed their expectations.
- Supervise day-to-day operations in the customer service department.
- Create effective customer service procedures, policies, and standards.
- Respond to customer service issues in a timely manner.
- Take ownership of customers issues and follow problems through to resolution.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Implement an effective customer loyalty program.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire and train new customer service agents.
- Manage the approved budget of the customer service department.
- Stay informed on the latest industry techniques and methods.
- Fluent in English (Both writing and speaking).
- Bachelor’s degree in Business Administration or relevant field.
- A creative thinker - understands clients and can uncover revenue opportunities.
- A minimum of 5 years’ proven experience in a customer service position.
- Proficiency in customer service software such as Zendesk.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Technologically savvy with the ability to quickly learn new software platforms.
- Excellent leadership and interpersonal skills.
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