Description : Customer Experience Specialist. Company : Rewaa. Location : Egypt
Job Purpose
The perfect candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. responsible for ensuring the overall satisfaction and success of customers throughout their journey with a company's products or services. They act as a key point of contact for customers, providing support, guidance, and proactive assistance to help them achieve their desired outcomes. The primary goal of a Customer Experience Specialist is to build strong, long-term relationships with customers and drive retention and expansion of the customer base.
Key Accountabilities
- Develop and maintain strong relationships with customers, serving as their primary point of contact.
- Actively engage with customers to understand their needs, address concerns, and identify opportunities for growth and upselling.
- Provide timely and effective support to customers, resolving their issues, answering their questions, and troubleshooting problems.
- Collaborate with internal teams, such as technical support or product development, to ensure prompt resolution of customer inquiries.
- Monitor customer product usage and adoption, identifying any gaps or areas for improvement.
- Proactively engage with customers to drive product engagement, promote feature adoption, and ensure they are maximizing the value of the product or service.
- Collaborate with customers to develop success plans that align with their business goals.
- Work closely with customers to define key metrics for success and track progress towards achieving those objectives.
- Work towards customer retention and expansion by identifying opportunities for upselling and cross-selling.
- Collaborate with the sales team to renew customer contracts, negotiate terms, and ensure a smooth renewal process.
- Gather customer feedback and insights, conveying them to the appropriate internal teams to drive product improvements.
- Leverage satisfied customers as advocates to share success stories and contribute to case studies, testimonials, or referrals.
- Provide support to the direct manager in tasks related to the Customer Success department, ensuring smooth operations and effective coordination within the team.
- Bachelor's degree in business administration, marketing, or a related field (or equivalent work experience).
- At least 6 months experience in a customer success, account management, or customer support role.
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
- Strong problem-solving and critical-thinking abilities, with a focus on finding solutions and driving customer satisfaction.
- Demonstrated ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines.
- Familiarity with customer success software or CRM platforms is a plus.
- Knowledge of the industry or domain in which the company operates is beneficial.
- Ability to adapt to a fast-paced and rapidly changing environment.
- Customer-centric mindset with a passion for delivering exceptional customer experiences.
- Dynamic Learning Mindset (L1)
- Teamwork and Collaboration (L1)
- Communication (L1)
- Organizational Awareness (L1)
- Problem Solving and Decision Making (L1)
- Creativity and Innovation (L1)
- Customer Focus & Service (L1)
- This can be an office or remote job.
- Competitive monthly salary.
- Stock Option Plan.
- 21 working days annual vacation.
- Rewaa is a fast-growing company with great opportunities to develop.
