LATAM Customer Success Associate - 16136019623
Support Shepherd, Colombia
Job Description
Please submit your Updated CVs only in English
Exclusive for LATAM candidates
Position: Customer Success Associate
Working Hours: Saturday-Sunday 8am-10pm EST | Only weekends
Salary: $1,200 USD/monthly
Type of Contract: Independent Contractor
Support Shepherd is a headhunter agency that is passionately dedicated to finding top overseas talent for our clients. We are looking for a LATAM Customer Success Associate to join our Clients Team. As a Customer Success Associate, you will be responsible for providing an excellent customer experience to the customers. You’ll drive up-sells, and cross-sells. This person must be an adaptable self-starter with strong critical thinking skills, as they'll interact with different customers every day while working closely with various departments, juggling multiple priorities.
Duties and responsibilities:
- Act as a single point of contact for both your customers and our internal resources with the goal of coordinating efforts to solve customer issues and grow the business.
- Efficiently manage a high volume of customers with varying needs.
- Demonstrate excellent communication skills as you interact with customers.
- Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction.
- Identify and mitigate risk early to ensure ongoing customer satisfaction.
- Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.
- Answer customer calls, registering customers, and solving any technical issues on unifi (manually adding AP’s channel utilization, upgrades, reboots, etc).
- Scheduling and confirming appointments while managing scheduling expectations.
- Billing and refunding payments.
- Sending outage/restored messages and ACP status updates to customers.
- Airtable tasks (tracking boosters).
- Daily data uploads via Google Cloud.
- Update ACP report information to admin.
- Assist to any Field Marketing requests.
- Creating UPS shipping/return labels.
Requirements
- 2+ years of related experience working in a customer facing advocate and renewal sales role.
- Strong and effective verbal, written, presentation, and interpersonal communication skills.
- Strong business acumen with ability to learn product features/functionality.
- Ability to self-direct your efforts and work proactively with your clients.
- Positive, can-do approach to solving problems as they arise.
- Collaborative approach to working with people, including colleagues and customers.
- Calm and determined demeanor under pressure.
- MUST be tech savvy
Nice to have: It's a plus if they come from the telecommunication space and are bilingual in Spanish.