We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience & Sustainability Associate. As a Customer Experience & Sustainability Associate, you will play a critical role in ensuring our customers' success and satisfaction with our products or services. You will be responsible for building strong relationships with customers, understanding their needs, and providing exceptional support throughout their journey with our company.
Responsibilities:
Relationship Management: Build and maintain positive relationships with customers to understand their goals, challenges, and requirements. Serve as the main point of contact for customer inquiries, issues, and escalations.
Onboarding and Training: Guide customers through onboarding, ensuring a smooth transition and successfully adopting Spare-it's services. Conduct training sessions to educate customers on product features, best practices, and effective utilization.
Proactive Support and Issue Resolution: Monitor customer usage and proactively identify potential issues or areas of improvement. Troubleshoot and resolve customer concerns or technical difficulties promptly and efficiently, escalating to appropriate teams when necessary.
Feedback and Advocacy: Gather customer feedback, testimonials, and success stories to share internally and externally. Advocate for customers' needs and requirements within the organization to drive product enhancements and improvements.
Success Metrics and Reporting: Monitor key customer success metrics, such as customer satisfaction, retention rates, and adoption metrics. Prepare regular reports and presentations to showcase customer success and identify areas for improvement.
Requirements:
Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
Proven experience in a customer-facing role, such as customer success, account management, or sales.
Excellent interpersonal and communication skills, both verbal and written.
Strong problem-solving and analytical abilities.
Ability to build rapport and establish trust with customers.
Demonstrated ability to manage multiple customers and projects simultaneously.
Familiarity with CRM (Hubspot preferred) software and customer success tools is a plus.
Passion for delivering exceptional customer experiences and driving customer success.
Support in organizing and managing events.
Basic design and marketing skills for communication efforts.
Experience in marketing and basic design software (Canva or similar) will be highly appreciated. Working proficiency in Cantonese and English is a must.
We offer competitive compensation packages and a collaborative work environment. If you are a self-driven, customer-focused individual who thrives in a dynamic and fast-paced environment, we invite you to apply for the role of Customer Experience & Sustainability Associate and join our team.
