Associate, Customer Success - Bilingual

CNX; United States; Remote; USD 490 - 760; Full time

Job summary

CNX in Nicaragua seeks an Associate, Customer Success - Bilingual to support a growing client base. You will handle high-volume customer contacts by phone and email, build relationships across the customer lifecycle, and promote product adoption.

English and Spanish are required; remote-work willingness is noted for a full-time role, with emphasis on script adherence, data literacy, and cross-team collaboration to ensure satisfaction and renewal.

Qualifications

• Experience in customer service.
• History of meeting personal and team sales quotas.
• Experience handling high-volume calling.
• Ability to learn new technology and data quickly.
• Ability to follow call scripts and maintain process discipline.
• Strong problem-solving skills.
• Proficiency with MS Office suite.
• Experience with Salesforce.com or similar CRM.
• Experience or willingness to work from home.

Responsibilities

• Manage a high volume of customer contacts and communications via phone and email each day.
• Verify contact information using search and productivity tools.
• Conduct health checks to gauge product satisfaction and value.
• Develop product knowledge to address customer objections intelligently.
• Document and track qualitative feedback and measurements through surveys, calls, and emails.
• Capture customer product expectations, experiences, satisfaction, and risk of abandonment.
• Initiate steps through appropriate channels to address customer concerns blocking satisfaction or usage.
• Collaborate with teams to promote a positive customer experience.

Skills

Customer service

Sales quota achievement

High-volume calling

Technology and data learning

Call scripts adherence

Problem solving

MS Office

Salesforce CRM

Remote work willingness

Tools

Salesforce.com

MS Office

Job description

Job Title:

Associate, Customer Success - Bilingual

Job Description

The Associate Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.

Key qualifications:

• Prior experience working in a customer service
• Prior success in achievement of personal and team sales quota/goals
• Experience in high-volume calling
• Experience learning new technology and data
• Process orientation and ability to follow call scripts
• Problem solving skills
• Excellent knowledge of MS Office programs
• Experience working with Salesforce.com or similar CRM
• Experience or willingness to work from home

Key responsibilities:

• Manage high volume of customer contacts and communications through phone and email each day
• Use contact search and productivity tools to verify contact information is accurate
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
• Develop a level of product knowledge to speak intelligently to customers and address specific objections
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Capture customers’ product expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
• Work with teams and management to promote a positive customer experience

Location:

NIC Managua - Kakau

Language Requirements:

English (Required), Spanish (Required)

Time Type:

Full time