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Job description

The Employer is: POCKET BOX LTD. We are seeking a dedicated and customer-focused individual to join our team as a Customer Success Executive. As a Customer Success Executive, you will play a critical role in ensuring our customers' success and satisfaction. You will work closely with the sales team to provide exceptional service, assist with on-boarding new customers, address customer inquiries, and help build strong, long-term relationships with our valued customers. .

Responsibilities

• Customer support: Serve as the first point of contact for customer enquiries, providing prompt and professional assistance via various communication channels (e.g. phone, email, chat), and ensuring timely resolution of issues.
• Onboarding assistance: Assist in the on-boarding process for new customers, including guiding them through product/service setup, conducting training sessions, and ensuring a smooth transition into our system.
• Relationship building: Build and maintain strong relationships with customers, understanding their needs and goals, and proactively identifying opportunities to enhance their experience with our products/services.
• Account management: Assist in managing customer accounts, ensuring accurate and up-to-date information, tracking customer interactions, and maintaining customer records in the CRM system.
• Customer feedback: Collect and analyse customer feedback, identifying trends and patterns to provide insights to the Customer Success team for continuous improvement and product/service enhancements.
• Documentation and reporting: Maintain accurate documentation of customer interactions, issues, and resolutions, and generate regular reports to provide visibility into customer success activities.

Skills and Qualifications

Essential Skills

• Customer service experience: Prior experience in a customer-facing role, such as customer support, client services, or customer success, is highly desirable.
• Strong communication skills: Excellent verbal and written communication skills, with the ability to effectively communicate with customers in a clear and professional manner.
• Empathy and patience: Demonstrated ability to empathise with customers, understand their needs, and patiently address their concerns or issues.
• Problem-solving skills: Strong analytical and problem-solving skills to quickly assess situations, identify root causes, and provide appropriate solutions or escalate when necessary.
• Organisation and attention to detail: Ability to manage multiple customer interactions, prioritise tasks, and pay close attention to detail in documentation and data management.
• Relationship building: Ability to build rapport and establish trust with customers, demonstrating a genuine interest in their success and fostering long-term relationships.
• Tech-savviness: Comfortable working with software applications and CRM systems, with the ability to quickly learn new tools and technologies.
• Team player: Collaborative mindset with the ability to work effectively within a team environment and across cross-functional teams.

Further Information

The Employer is: POCKET BOX LTD. Although this is a part-time temporary opportunity, hours may be extended, and it could lead to a permanent position. The job advert may end before the closing date if requested by the employer. This position offers an opportunity for individuals who are passionate about customer service and are eager to contribute to the growth and success of our organisation.

Application Information

JOBSTART IS OPEN TO 16-24 YEAR OLDS. If you are on UC contact your Work Coach via your Journal. If you are in receipt of JSA, IS or ESA phone a Work Coach on 0300 200 7807. If you are 16-24 years old, unemployed, not in education or training and not in receipt of benefits phone 028 90726788.