Experienced Customer Success Associate - India (R-21781)

At arenaflex, we're on a mission to deliver exceptional customer experiences that drive business growth and success. As a Customer Success Associate, you'll play a vital role in ensuring our customers receive the highest level of support and service. If you're a tenacious problem solver with excellent communication skills and a passion for delivering world-class customer experiences, we want to hear from you!

Job Summary:

We're seeking an experienced Customer Success Associate to join our team in India. As a key member of our Service Delivery team, you'll work closely with Service Delivery Managers to provide fast and efficient response and resolution of customer requests. You'll be responsible for monitoring inbound customer ticket requests, responding directly to customer information requests, and proactively taking ownership of customer requests to ensure timely resolution.

Responsibilities:

* Monitor inbound customer ticket requests and route them to the most appropriate team

• Respond directly to customer information requests for specific task responsibilities
• Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
• Proactively take ownership and work tickets to ensure timely resolution
• Identify common/recurring operational issues in support queues and support customers to resolution
• Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
• Escalate support requests (phone/ticket) according to escalation procedures
• Manage support requests and co-ordinate arenaflex/Customer support teams to deliver within agreed timescales
• Adhere to company security policies and procedures as directed
• Utilize business knowledge, networks, and commercial acumen to see tickets through to completion

Key Performance Indicators:

* Ticket workload completed

• Customer satisfaction based on NPS Ticket score
• Performance accuracy measures
• Strive towards a world-class target of 80% for the Net Promoter Score, including NPS-T scores
• Engagement of every customer within their customer base
• Ticket and workload management

Person Specification:

* Tenacious problem solver with a strong ability to own issues until full resolution

• Excellent communication skills, both written and verbal, with great attention to detail
• Strong rapport and relationship building skills with both internal departments and external customers
• Strong level of business awareness and commercial acumen with a solid understanding of financial terminology
• Strong organizational, time management, and prioritization skills
• Ability to take a creative approach to situations and problem-solving
• Minimum of 3 years' experience in a Service Delivery/Account Management role
• Minimum of 3 years' experience in the IT industry or holds a good understanding of Internet Technologies
• Understanding of IT industry working practices/methodologies – ITIL foundation certification desirable but not essential

Policy Compliance:

* Responsible for adhering to arenaflex security policies and procedures and any other relevant policies and standards as directed

What We Offer:

* Competitive salary and benefits package

• Opportunity to work with a leading company in the industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible working hours and remote work options

How to Apply:

If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.

Note:

arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees. Apply for this job