Customer Success Strategist

Embark on a career at CARSOME, where our vision is to create the most trusted vehicle ownership ecosystem that is driven by technology and data. Join us in our mission to deliver unparalleled peace of mind to customers throughout their pre-owned vehicle ownership experience. At CARSOME, we are guided by values that prioritize our customers, encourage collaborative problem-solving, strive for continuous improvement, and foster bold yet thoughtful innovation. We're committed to efficient, humble leadership and taking ownership in our roles, always aiming to positively impact our employees, customers, and community.

The Customer Success Strategist is responsible for developing and implementing strategies to enhance customer satisfaction, retention, and overall success. This role involves working closely with customers to understand their needs, providing personalized support, and ensuring they achieve their desired outcomes with our products and services. The ideal candidate will have a strong background in customer success, excellent communication skills, and a proactive approach to problem-solving.

Your Day-to-Day

1. Ensuring a smooth customer experience journey.
2. Act as an advocate for the customer within the organization, ensuring their needs and feedback are communicated to relevant teams.
3. Continuously seek feedback from customers to improve processes, products, and services.
4. Ability to effectively deep-dive and investigate the root cause of customer complaints, providing the right solution and responsible party determination.
5. Build relationships with customers and key stakeholders within the business.
6. Continuously identify work process improvements.
7. Collaborate with product, sales, and marketing teams to drive product improvements and enhancements based on customer feedback.
8. Work closely with other team members to achieve customer satisfaction goals.
9. Participate in team meetings and training sessions to stay updated on product knowledge and customer service best practices.
10. Assist with any related tasks, projects, and other assigned duties as and when deemed necessary.

You Know-How

1. Minimum Bachelor's Degree in any field, fresh graduates are welcome to apply.
2. Being Multilingual (proficient in English, Mandarin, and Bahasa Melayu).
3. Good command of written and spoken English.
4. Excellent attitude and a proactive approach to problem-solving.
5. Proven ability to work within fast-paced and dynamic work environments.
6. Excellent interpersonal & communication skills.
7. Customer-centric mindset & likes to speak to customers.
8. Exhibit professionalism and friendliness.
9. Able to work under pressure & able to work with minimum supervision.
10. Skilled in multitasking and adaptable to changes quickly.
11. Willing to work on weekends and public holidays, and travel within the region when required.