Experienced Customer Success Associate - India (R-21781)

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Customer Success Associate, you'll play a vital role in ensuring our customers receive the best possible support experience. If you're a tenacious problem solver with excellent communication skills and a passion for delivering exceptional customer service, we want to hear from you.

Job Summary:

As a Customer Success Associate, you'll work closely with our Service Delivery Managers to provide fast and efficient response and resolution of customer requests. You'll be responsible for routing workstreams to the most appropriate team, responding directly to customers' needs, and performing frequent clerical and commercial tasks on behalf of the Service Delivery group. Your goal will be to deliver a fanatical support experience that exceeds our customers' expectations.

Key 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 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
• Responsible for adhering to arenaflex 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 who owns 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 solid understanding of financial terminology
• Strong organizational, time management, and prioritization skills
• Able to take a creative approach to situations and problem solving
• A minimum of 3 years experience in a Service Delivery / Account Management role
• A 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.

Work Environment and Culture:

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team members are passionate about delivering exceptional customer service and are driven by a desire to make a positive impact. We offer a range of benefits, including:

• Competitive salary and bonus structure
• Comprehensive health insurance
• Flexible working hours and remote work options
• Professional development opportunities and training programs
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Note:

arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive and supportive of all team members. Apply for this job