Customer Success Agent

We are looking for a Customer Success Agent to join our expanding team. The successful candidate will have excellent communication skills, possess a keen sense of relaying technical and operational solutions in a user-friendly and professional manner to all customers.
Responsibilities
- Maintain excellent customer service levels
- Provide prompt, courteous service to all external and internal customers
- Assisting merchants and partners with general queries
- Assist any individual contacting the service desk
- Resolve queries via telephone, and email correspondence
- Must be able to troubleshoot errors/issues reported before escalating further
- Provide technical integration support to all clients
- Attracts potential customers by answering product and service questions
- Provide Second Line Support to partners
- Contributes ideas and suggestions to improve on service delivery
- Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery
- Adheres to all company policies, procedures, and guidelines
- Identify recurring incidents and trends, and escalate appropriately
- Monitor for problems, taking immediate action where possible and escalating when required
- Perform, organize, and streamline operational tasks to reduce the potential for errors
- Ensure knowledge base is kept up to date
- Contribute toward/lead continuous improvement efforts/initiatives
- Performs other related duties as assigned by management
- Continuously learning and improving product and job knowledge in order to deliver service excellence
- Keeping abreast with changes and updates to the company’s product and services
Skills
- The ability to work in a dynamic environment and under pressure
- Be able to work independently and as part of a team (a team player)
- Have good knowledge and experience in MS office
- Must be customer orientated and service driven
- Excellent written and verbal communication skills in English
- Proactive and excellent problem-solving skills
- Must be organised and detail orientated
Requirements
- Qualification - A levels or higher
- 2+ years’ experience in a customer service environment with exposure to IT operations or Service industry, Fintech or banking preferred
- Willing to work flexible schedule and occasional overtime when needed
** Talent Garden Coaching / Neli Petkova e с лиценз за консултиране на кандидати от Министерство на Труда и Социалната Политика с Nr.3194 от 19.08.2021.