Graphic Designer

About the role

As a Customer Relation Specialist, you will be responsible for making sure that our support desk is providing timely, accurate and meaningful resolution to all customer queries. You will have direct responsibility for quality control and also need to set up and adjust various processes within the support function. Any customer escalations that are not resolved at the agent level will need to be addressed appropriately by you.

Your goal eventually is to maintain good customer satisfaction to influence renewals and new sales. You will also be in charge of identifying and facilitating agent training and development for your team members.

Please note that this is a desk based job and does not involve travel.

This is a full-time, on-site role. Not work from home or hybrid.

Bachelors degree in any relevant field.

• Manage post-sales interactions with customers through strong relationship-building and product knowledge
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Increase customer satisfaction by addressing challenges they are facing with respect to our product
• Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
• Function as the voice of the customer and provide internal feedback on how we can better serve our business and customers
• Track accounts to identify churn risk and work proactively to eliminate that risk
• Provide regular updates to the management team about issues that need their attention

• Self-motivated and driven by targets
• Resilience
• Strong communication skills - including both verbal and written
• The ability to influence and negotiate with others