Company Overview:
WOWS is an innovative technology company specializing in finance and business solutions. We are seeking dynamic and motivated Customer Success Representatives to join our team. This is a full time position working remotely.
Responsibilities:
- Customer Support: Serve as the primary point of contact for customer inquiries and support requests through chat, email, and other communication channels. Respond promptly and professionally to customer inquiries, providing accurate information and resolutions.
- Client Onboarding: Assist in the onboarding process for new clients, ensuring a smooth and seamless transition onto the WOWS platform. Guide clients through the necessary steps, including account setup, data input, and user training.
- Relationship Building: Build and maintain strong relationships with clients, understanding their needs and business objectives. Proactively engage with customers to identify opportunities for increased engagement, upselling, and cross-selling.
- User Training and Education: Provide product training and education to customers, ensuring they have a comprehensive understanding of the platform's features and capabilities. Help users maximize the value they receive from our products and services.
- Issue Resolution: Troubleshoot and resolve customer issues and complaints, escalating to appropriate internal teams when necessary. Follow up with customers to ensure their issues are resolved and maintain a high level of customer satisfaction.
- Product Feedback: Act as a customer advocate within the company, collecting feedback and suggestions from customers regarding product enhancements, features, and usability. Provide input to the product development team to help drive continuous improvement.
- User Experience Enhancement: Collaborate with the investment management team to understand customer pain points and areas for improvement in the user experience. Contribute to initiatives aimed at enhancing the platform's usability and overall customer satisfaction.
- Customer Success Metrics: Monitor and track customer success metrics, such as customer satisfaction scores, retention rates, and upsell/cross-sell opportunities. Contribute to the development and implementation of customer success strategies and initiatives.
- Documentation and Knowledge Sharing: Maintain accurate and up-to-date customer records and documentation. Share insights, best practices, and customersuccess stories with the wider team to facilitate knowledge sharing and continuous improvement.
- Relationship Management: Foster positive relationships with key stakeholders, including internal teams, clients, and third-party service providers. Collaborate cross-functionally to resolve issues and ensure a seamless customer experience.
Requirements:
- Education: Bachelor's degree or equivalent work experience. .
- Experience: Minimum of 2 years of experience in customer service, client management, or a related field. Experience in the technology or finance industry is a plus.
- Customer-Centric Mindset: Passion for delivering exceptional customer service and ensuring a positive user experience. Ability to empathize with customers and understand their needs.
- Communication Skills: Excellent written and verbal communication skills. Ability to effectively communicate complex concepts and instructions in a clear and concise manner.
- Relationship Building: Strong interpersonal skills with the ability to build and maintain relationships with clients and internal stakeholders. Demonstrated ability to work collaboratively in a team environment.
- Problem-Solving Abilities: Strong analytical and problem-solving skills. Ability to identify and resolve issues in a timely and effective manner, using sound judgment and decision-making.
- Technical Aptitude: Comfortable working with technology and learning new software platforms. Ability to understand and explain software features and functionality to non-technical users.
- Organizational Skills: Exceptional organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment. Attention to detail and the ability to follow through on commitments.
- Proactive Attitude: Self-starter with a proactive and solution-oriented mindset. Demonstrated ability to take ownership of customer issues and follow through to resolution.
- Business Acumen: Understanding of business principles and financial markets. Knowledge of investment management or finance is a plus.
Join us at WOWS and be part of a dynamic team focused on delivering outstanding customer support and ensuring the success of our clients. This full-time remote position offers a competitive salary and benefits package, commensurate with experience.
How To Apply
If you’re the right one, please send your updated CV and cover letter to contact@envy-mag.com.