**Job Title:** Customer Success Assistant - Work from Home **Company:** Summerset Group Holdings **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience:** 3 **Overview:** Summerset Group Holdings, one of New Zealand's leading retirement village developers and operators, is looking for a passionate and energetic Customer Success Assistant to join our dynamic team.
This role offers the convenience of working from home while being part of a global team dedicated to ensuring our clients receive top-tier support and service.
As a Customer Success Assistant, you will play a crucial role in enhancing customer experience and satisfaction.
**Key Responsibilities:** - **Customer Support:** Provide high-quality support to clients through various channels, including email, chat, and phone, ensuring timely resolution of inquiries and issues.
- **Onboarding Assistance:** Facilitate the onboarding process for new clients, guiding them through our services, tools, and resources.
- **Relationship Management:** Build and maintain strong relationships with clients, understanding their needs and proactively addressing concerns to enhance customer satisfaction.
- **Feedback Collection:** Gather and analyze customer feedback to identify trends and potential areas for service improvement, and communicate findings to the relevant teams.
- **Documentation:** Create, update, and maintain help center articles and FAQs to provide clients with self-service resources.
- **Collaboration:** Work closely with the sales, marketing, and product development teams to relay customer insights that may drive product enhancements or new features.
- **Performance Reporting:** Track and report on customer success metrics, including customer satisfaction scores and support response times.
- **Training and Support:** Assist in the development of training materials and conduct training sessions for clients, ensuring they are equipped for success with our offerings.
- **Research:** Conduct research on industry trends, competitors, and customer preferences to provide actionable insights that inform company strategies.
- **Continuous Improvement:** Participate in regular meetings and contribute to brainstorming sessions focused on improving the customer experience.
**Requirements:** - **Education:** Bachelor's degree preferred, or equivalent experience in customer support, client relations, or related field.
- **Experience:** Minimum of 3 years of professional experience in customer success, customer support, or related roles in a fast-paced environment.
- **Skills:** - Strong research skills: Ability to gather and analyze data effectively.
- Critical thinking: Able to evaluate complex problems and propose practical solutions.
- Excellent communication: Strong verbal and written communication skills, with the ability to articulate ideas clearly and professionally.
- Proficiency in customer relationship management (CRM) software and support ticketing systems.
- Familiarity with digital communication tools and platforms.
**Personality Traits:** - Energetic and passionate about providing outstanding customer service and support.
- Possesses a customer-centric mindset, genuinely caring for the needs and experiences of clients.
- Adaptable in a remote work environment with a proactive approach to tasks.
**Benefits:** - Comprehensive training and professional development opportunities to advance your career.
- Flexible remote work arrangements, enabling a healthy work-life balance.
- Free accommodation provided during in-person training or company events.
**Working Environment:** - Collaborate with colleagues from diverse backgrounds and cultures around the world, fostering a global village mentality that embraces differing perspectives and experiences.
**Application Deadline:** - Please submit your application by ******** .
**Equal Opportunity Statement:** At Summerset Group Holdings, we are committed to creating an inclusive environment for all employees.
We celebrate diversity and are dedicated to ensuring equal opportunity for all applicants.
We believe that mutual respect and collaboration foster innovation and success.
We encourage applications from individuals of all backgrounds and identities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.