Deskripsi Pekerjaan
Are you a people person with a passion for driving user engagement and delivering exceptional service? Dedale is looking for a proactive Customer Success Specialist to join our growing team in Cebu City. In this role, you will be the bridge between our clients and our innovative platform, Lighthouse.
You will play a pivotal role in ensuring our clients derive maximum value from our services. We are looking for a tech-savvy professional who thrives in a fast-paced environment, can troubleshoot effectively, and excels at building lasting client relationships. If you are ready to make a significant impact on user experience and help our clients thrive, we want to hear from you.
Tanggung Jawab
- Act as the primary point of contact for clients using the Lighthouse platform to ensure seamless onboarding and ongoing satisfaction.
- Proactively engage with clients to understand their needs, gather feedback, and identify opportunities for platform adoption.
- Provide prompt and accurate technical and functional support to resolve user queries and issues.
- Develop and maintain strong, trust-based relationships with a portfolio of clients.
- Monitor platform usage analytics to identify churn risks and implement retention strategies.
- Collaborate with the product and development teams to relay user feedback and suggest feature improvements.
- Create and maintain helpful resources such as guides, FAQs, and engagement emails to educate our user base.
Kualifikasi
- Bachelor’s degree in Business, Communications, IT, or a related field.
- Minimum of 2 years of experience in Customer Success, Account Management, or BPO support roles.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in CRM software and general office productivity tools.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Strong analytical skills with the ability to interpret user data to drive decisions.