Customer Success Specialist

South Africa
Permanent
Full-time

13 hours ago
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OverviewOur client is seeking a dedicated and customer-centric problem solver to join their team as a Customer Success / Support Specialist. This role is crucial in fostering strong relationships with users, providing timely and effective support, and contributing to a robust knowledge base that empowers customers to thrive. You will be the primary point of contact for user inquiries, guiding them through challenges and ensuring their success with the product.Responsibilities

Respond to customer inquiries with clarity, empathy, and a strong focus on problem resolution.
Troubleshoot issues efficiently and escalating complex problems to the appropriate internal teams when necessary.
Develop, maintain, and continually expand a comprehensive knowledge base, including FAQs, user guides, and best practice documentation.
Actively collect and synthesize customer feedback, relaying insights to the product and development teams to drive continuous improvement.

Requirements

Proven experience in a customer success, customer support, or help desk role.
Excellent written and verbal communication skills.
Demonstrated problem-solving abilities and a methodical approach to troubleshooting.
High level of empathy and a genuine desire to help customers succeed.
Ability to work independently and as part of a collaborative team.
Proficiency with customer relationship management (CRM) software and support ticketing systems.

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