Customer Success Officer (IT Support)

PRIMARY DUTIES AND RESPONSIBILITIES

1. Take ownership of customer issues

   Customer success rep must take ownership of the customer’s problem and be the single point of contact for all enquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress made.

2. Escalate unresolved issues to the appropriate internal teams

   A lot of times, there are issues which are highly technical or beyond the scope of what a success rep can handle on the spot. For such cases, the success rep needs to make sure that the problem is being communicated to the right internal teams and that they take appropriate action to resolve it.

3. Collect prompt and accurate feedback from customers

   The work of a success rep does not end at just resolving a customer issue. They also need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.

4. Document knowledge in the form of solution articles

   The solution to every customer problem provides a valuable learning experience to success rep. They should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future.

5. Master the configuration of our helpdesk software (Freshdesk)

   Success rep should be able to configure the functionalities of the Freshdesk and use it to resolve customer problems in a more streamlined manner.

JOB REQUIREMENT

• Willing and able to learn new skills and technologies.

• Competent IT user skills.

• Knowledge in supply chain / logistics solution and process will be added advantage.

• Hands-on working experience with customer support software Freshdesk will be added advantage.

• Team player with strong written and verbal communication and interpersonal skills.

• A proactive approach to customer support.

• Attention to detail.

• Ability to honor deadlines.

• Fresh diploma holder or ITE with computer study are welcomed.