Remote Customer Success Manager - FMCG E-commerce

Placements24; Queenstown; Hybrid; NZD 45,000 - 66,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Work from home

Professional growth opportunities

Innovative company culture

Direct impact on customer satisfaction

Regular virtual team-building

Job summary

Placements24 is seeking a dedicated remote Customer Success Manager to support a SA-based FMCG e-commerce client base. You will be the primary contact, addressing inquiries, resolving issues, onboarding new customers, and driving satisfaction and retention.

Ideal candidates will have strong communication, problem-solving, and relationship-building skills, with experience in CRM tools and a self-motivated, organized remote work style.

Qualifications

• Proven experience in customer success or account management in an online retail or FMCG context.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Ability to manage multiple accounts and prioritize tasks independently in a remote setting.

Responsibilities

• Serve as main point of contact for a portfolio of ecommerce clients, building long-term relationships.
• Proactively understand client needs and goals, addressing inquiries and resolving issues.
• Onboard new customers and guide them through the platform to achieve initial success.
• Educate customers on features, best practices, and upsell opportunities.
• Monitor health metrics and intervene to reduce churn while gathering feedback for product teams.

Skills

Customer success

Account management

Communication

Problem solving

Remote work

Tools

CRM software

Job description

About the Role

Our client, a rapidly expanding e-commerce platform focused on the Fast-Moving Consumer Goods (FMCG) sector, is seeking a dedicated and proactive Remote Customer Success Manager. This fully remote position offers the opportunity to work from anywhere in South Africa, providing exceptional support and building strong relationships with our client's diverse customer base. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless experience with our client's innovative online services. The ideal candidate will possess excellent communication skills, a deep understanding of customer service principles, and a passion for helping businesses thrive in the digital marketplace. This role is crucial for fostering customer loyalty and driving satisfaction in the growing FMCG e-commerce space, demanding a proactive approach and self-discipline inherent to remote work.

Key Responsibilities

• Serve as the main point of contact for a portfolio of e-commerce clients, building strong, long-term relationships.
• Proactively engage with customers to understand their needs, challenges, and goals.
• Provide timely and effective resolution of customer inquiries, issues, and escalations via email, phone, and chat.
• Onboard new customers, guiding them through the platform and ensuring they achieve initial success.
• Educate customers on new features, best practices, and ways to maximize their use of our client's services.
• Identify opportunities for upselling and cross-selling relevant products and services.
• Gather customer feedback and insights, relaying this information to product and marketing teams for continuous improvement.
• Monitor customer health metrics and proactively intervene to mitigate churn risks.
• Develop and maintain customer support documentation and FAQs.
• Contribute to team knowledge sharing and best practice development within the customer success function.

Requirements

• Proven experience in customer success, account management, or a related customer-facing role, preferably within the FMCG or e-commerce sectors.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to manage multiple customer accounts and prioritize tasks effectively.
• Proficiency in CRM software and customer support tools.
• Self-motivated, organized, and able to work independently in a remote setting.
• Familiarity with online retail platforms and e-commerce operations is a plus.
• A proactive mindset with a keen eye for detail and a commitment to exceeding customer expectations.
• Ability to adapt quickly to new technologies and evolving business needs.
• Stable internet connection and a dedicated home office setup are essential for this remote role.

Benefits

• Competitive salary and performance-based bonuses.
• Work from home flexibility, with no commute required.
• Opportunities for professional growth and development in the booming e-commerce sector.
• Be part of an innovative and forward-thinking company.
• Direct impact on customer satisfaction and business growth.
• Regular virtual team-building activities and engagement.