Specialist, Customer Success - Bilingual
Concentrix · San Salvador
Description du poste
About the role
The Customer Success Specialist supports an existing customer base to cultivate strong relationships throughout the customer lifecycle, ensuring satisfaction and engagement. The role requires deep product knowledge to address customer questions and concerns effectively.
Key responsibilities
- Manage high volume of customer contacts via phone and email daily.
- Conduct health checks at recurring intervals to gauge product satisfaction and value.
- Document and track qualitative feedback and quantitative measurements through surveys, calls, and emails.
- Capture customers' expectations, experiences, satisfaction, and likelihood of abandonment (Voice of the Customer).
- Initiate communication to resolve customer concerns and roadblocks.
- Collaborate with teams and management to promote a positive customer experience.
Required profile
- Develop excellent product or service knowledge to address specific objections.
- Use contact search and productivity tools to verify accurate contact information.
- Document and track feedback using computer systems.
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Concentrix
San Salvador