Title : Customer Success Specialist - Level 2
Location : Gulraiz Phase 2, Rawalpindi
Length : Full-time, Permanent
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide! Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features.
We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.
Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority and we do all we can to make sure their business needs are being fulfilled.
With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward!
We are seeking like-minded candidates who can help us take our customer service experience to the next level! We are looking for someone who is passionate about customer service, has a solution-oriented approach to problem solving and can effectively communicate with customers to understand their business needs.
Work with sensitive accounts on a dedicated basis to provide resolutions to their issues
Set and communicate expectations and timelines for resolutions with sensitive accounts
Organize open cases and follow-ups to deliver resolutions to customers to meet SLAs
Identify customer frustrations in a pro-active manner and escalate resolutions through appropriate channels
Answer inbound calls & complex email tickets from customers on a priority basis
Answer call-back requests pertaining to escalations from customers on a priority basis
Provide software support by troubleshooting technical issues or general account queries
Assist Level 1 Customer Success Specialists with ticket handling, departmental procedures, and investigation of issues using advanced system knowledge
Gather information on issues from customers to report or escalate to appropriate department
Contribute feedback on support processes and procedures to Customer Success Team Lead
Assist Customer Success Trainees as a training buddy to monitor their email & phone skills
Minimum 2 years experience working in a Tier 2 Customer Support position or higher
Highly organized and detail-oriented
A solution-oriented approach to problem solving
Familiarity with the operations and needs of a business owner in small-to-medium sized businesses
Exceptional written and verbal communication skills
Well-developed ability to build strong relationships, quickly establish credibility and collaborate across multiple internal and external teams
Ability to quickly leverage tools and technology such as Microsoft Office Suite, ZOHO CRM, and JIRA
High energy level, demonstrated drive to succeed, and comfortable with urgency
Experience within a fast-paced growth organization is ideal
Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.