Gigg från: PETBUDDY AB
Customer Success Manager
- Kundtjänst & kundservice
We are looking for a passionate Customer Success Manager who who possesses a strong drive for keeping customers happy. Duties will include a broad range of tasks such as handling inbound emails, chats and phone-calls, implementing success programs, contributing to sales, and minimizing churn. You should also be able to provide insights on customer feedback to the wider team in order to improve our customer experience. Successful candidates must be social, empathetic, and being able to passionately communicatie solutions. You can put yourself in the shoes of the customer and will advocate for them when necessary. You should love dogs (makes kind of sense right?) and previous experience working with dogs is a plus, but not a must as we will educate you on pet food nutrition and our all-natural product range and solutions. Responsibilities - Managing incoming calls and customer service inquiries - Identify and assess customers’ needs to achieve satisfaction. For example helping customers find the right food for their dog, coordinating with our WH, or find the status of a shipment. - Perform outbound calls to help prevent churn, get customer feedback and insights on why they leave us - Build sustainable relationships and trust with customers through an open and interactive communication - Create and roll-out our customer success strategy: The what, how, why and when - Be the 'customer' in the marketing team. Ensure that customer feedback and insights are shared with the wider team for improvements, and suggest actions that leads to more happy customers - Keep records of customer interactions in Zendesk - Be the Buddy brand ambassador. Making sure we're seen as professional, knowledgeable and credible in our handling of customers requests - Responsible for reporting on Trustpilot scores and other customer-satisfaction data - When needed support the marketing team on various campaigns Requirements - Proven customer success manager experience or experience as a customer service agent - Strong phone contact handling skills and active listening - Knowledge of customer success processes - Familiarity with CRM systems and practices. Zendesk knowledge is a merit - Customer orientation and ability to adapt/respond to different types of characters - Self-driven and proactive nature - Ability to multitask, prioritize, and manage time effectively - High school degree (SE: Gymnasium) - Passion for service - Love dogs - Excellent written and verbal communications skills in SWE and ENG. DE/FI/DK language is plus Benefits - Employee options program - Pensions - 25 days paid vacation - Gym allowance - Free fruit, soft drinks and coffee - Fresh office in the middle of Stockholm - Monthly team happenings - Allowed to bring your dog to work (we love dogs) - Free dog food (of course!)
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