Customer Success Agent (German) (CPT – Onsite)
Media/Marketing/Sales
Cape Town – Western Cape
ENVIRONMENT:
A Germany-based company focused on innovation for growth is seeking a Customer Success Agent who is fluent in German to join their team. This individual will be responsible for engaging with existing customers to prevent churn, addressing their concerns, and ensuring their continued satisfaction with the company’s products or services. This role involves proactive outreach, problem-solving, and relationship-building to enhance customer loyalty and retention.
DUTIES:
Customer Success Agent / Retentions
- Payment Monitoring: Coordinate courtesy calls before and after the first, second, and third monthly payments to ensure seamless payment collection and resolve any issues proactively.
- Client Engagement: Maintain regular communication with clients to foster strong relationships, using a structured tick box sheet to document all interactions and ensure comprehensive satisfaction.
- Issue Resolution: Act as a liaison between clients and internal teams to resolve any service-related issues promptly and effectively.
Retentions:
- Responsible for engaging with existing customers to prevent churn, addressing their concerns, and ensuring their continued satisfaction with the company’s products or services. This role involves proactive outreach, problem-solving, and relationship-building to enhance customer loyalty and retention.
- Proactively contact customers who have indicated an intention to cancel or are at risk of leaving.
- Listen to customers’ concerns and provide appropriate solutions to address their needs and issues.
Retention Strategies:
- Utilize various retention strategies and techniques to retain customers.
- Offer tailored solutions, discounts, or promotions to incentivize customers to stay.
- Collaborate with the sales and marketing teams to develop effective retention campaigns.
Problem Resolution:
- Identify and resolve customer issues promptly and effectively.
- Escalate complex issues to the appropriate departments and follow up to ensure resolution.
- Provide feedback to the management team on recurring issues or trends to improve service quality.
Documentation and Reporting:
- Maintain accurate and detailed records of customer interactions and retention efforts.
- Prepare and submit regular reports on retention activities, outcomes, and trends.
- Analyse customer feedback and retention data to identify areas for improvement.
Product Knowledge:
- Maintain up-to-date knowledge of the company’s products, services, and policies.
- Educate customers on product features, benefits, and updates to enhance their experience and satisfaction.
- Stay informed about industry trends and competitor offerings to provide competitive solutions.
Customer Feedback:
- Gather and document customer feedback regarding products and services.
- Communicate customer feedback to relevant departments for continuous improvement.
- Participate in team meetings to share insights and suggestions for enhancing customer retention.
Team Collaboration:
- Work closely with the customer service, sales, and marketing teams to ensure a seamless customer experience.
- Share best practices and collaborate with team members to achieve retention goals.
Upselling:
- Recognize potential for further income potential.
- Talk to the client and negotiate prices for further implementations.