Customer Success Executive

hace 18 horas

Barcelona, España Commify A tiempo completo

Over the last 10 years Commify has grown and transformed under Private Equity ownership and now operates across 9 countries including UK, France, Spain, Italy, Romania, Germany, Netherlands, Australia and the USA.

At Commify, we're dedicated to fostering a strong culture of connection. We are looking for a Customer Success Executive to join our Barcelona team, responsible for delivering market-leading customer service by proactively and reactively offering solutions to our clients. This role involves anticipating problems, improving customer satisfaction and retention, identifying opportunities to offer our products, and ultimately helping clients achieve their business goals.

**Your Role Will Include**:

- Responding to all incoming customer contacts within agreed service levels (SLAs) for multiple brands.
- Taking responsibility and accountability for resolving customer queries with whom they interact up to an agreed handover point.
- Working with the customer to provide a first-class welcome and onboarding experience.
- Continuously striving to resolve queries on first contact and seeking ways to reduce unnecessary or failed demand.
- Actively seeking ways to improve the customer journey and experience.
- Using probing techniques and skills to understand customer needs and offer a suitable solution.
- Being able to demonstrate our products to customers so that they understand the value they bring.
- Working with a set of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and understanding what factors affect their compliance.
- Working according to a set of procedures, policies, and service standards, and highlighting when these negatively affect the customer experience.
- Escalating all complaints appropriately.
- Managing identified leads and opportunities and referring them to sales teams.
- Identifying customers who wish to churn and escalating these cases appropriately. Interacting with other areas of the company to offer the best possible solution to the customer's query.

**What You’ll Bring**:

- Excellent verbal and written communication skills.
- Strong problem-solving ability and resilience when necessary.
- Solid experience in customer service, sales, or a customer success role.
- Being a proactive person with great aptitude.
- Paying great attention to detail.
- Good telephone communication skills.
- Good interpersonal skills with the ability to build both internal and external relationships.
- Solid organisational and planning skills.
- Excellent oral and written communication skills.
- Ability to work as part of a team and effectively under pressure.
- Good knowledge of information technology, especially Microsoft Office.

Desirable Requirements:

- Experience in cross-selling and up-selling. Experience working in the telecommunications or technology sectors.

**What We Offer**:

- Salary Range of €25,000 - €28,000 per annum, depending on experience.
- Company Bonus.
- Enjoy 27 days of annual leave in addition to Bank Holidays.
- Celebrate your birthday with a day off, plus additional well-being leave and giving back days.
- Access for you and your family to Calm, a premium mindfulness, health, and wellness app.
- Death in service (4x salary).
- Engaging culture initiatives, including a festive Christmas reward and regular social events monthly and quarterly.
- Endless training and development opportunities with access to unlimited learning resources through Udemy.

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