Customer Success Representative

Key Responsibilities:

• Manage overall project timelines to ensure smooth and timely delivery.
• Act as the voice of the customer throughout their journey with the brand.
• Handle customer issues and escalations promptly, ensuring resolution within SLA timelines.
• Proactively reduce and control social media escalations.
• Facilitate clear and transparent communication between cross-functional teams.
• Follow up with customers for payment clarifications and ensure timely collections.
  

Skills & Expertise Required:

• Collaboration:

  Work effectively with cross-functional teams to drive successful project outcomes.

• Ownership:

  Demonstrate a strong sense of accountability for customer satisfaction and project delivery.

• Problem-Solving:

  Proactively identify and resolve roadblocks impacting timelines or experience.

• Project Management:

  Ability to manage project plans, milestones, and execution effectively.

• Risk Management:

  Identify potential risks and escalate as needed to avoid delivery disruptions.

• Clear Communication:

  Strong verbal and written communication skills to liaise with customers and internal teams.

• Customer Attentiveness & Empathy:

  Ability to understand customer concerns and respond with empathy and care.

• Collections:

  Experience in handling customer payment follow-ups and ensuring timely payments.