Job Description

Job Summary:

The Customer Success/Support Representative is responsible for ensuring customer satisfaction and retention within the company. This position involves providing support to customers, managing relationships with clients, and working closely with internal teams to ensure the smooth and successful delivery of products and services.

Key Roles & Responsibilities:

• Act as the primary point of contact for customers, ensuring their needs and requirements are met and exceeded.
• Develop and maintain strong relationships with customers, understanding their business objectives and supply chain requirements to keep customer warm, as well as upselling the customer.
• Collaborate with internal teams (e.g. logistics, warehouse, finance, procurement, sales, etc.) to coordinate and deliver products and services on time and to specification.
• Monitor and measure customer satisfaction, identifying opportunities to improve customer experiences.
• Proactively engage with customers to identify their needs and provide solutions to any issues or challenges.
• Communicate internal updates, issues and resolutions to customers in a timely and professional manner.
• Conduct regular account reviews with customers to ensure they are satisfied with the products & services provided.
• Monitor customers payment behaviour and initiate payment reminders to aging customer.
• Participate in and contribute to team meetings and company initiatives as required
• Keep up-to-date with industry trends and best practices, sharing knowledge and insights with colleagues and customers

JAC Recruitment