Customer Support Representative / Customer Success Manager

Customer Support Representative / Customer Success ManagerRole Description

We are seeking a customer-focused and solutions-oriented professional to support customers throughout their journey while strengthening satisfaction, engagement, and long-term relationships. This role combines customer support responsibilities with customer success initiatives, including responding to inquiries, resolving issues, understanding customer needs, and ensuring a smooth overall experience. Responsibilities may include managing customer requests, providing product or service guidance, following up on open cases, maintaining accurate CRM records, collecting customer feedback, monitoring satisfaction indicators, and identifying opportunities to improve customer engagement. The role will collaborate closely with sales, operations, product, and internal support teams to address customer needs effectively and provide timely solutions. It also involves identifying recurring concerns, preparing customer reports, supporting retention initiatives, and contributing to continuous improvements in service quality.

Qualifications

• Bachelor’s degree or equivalent qualification in Business, Communications, Marketing, Management, or a related field.
• Strong customer service, communication, active listening, and interpersonal skills.
• Excellent problem-solving abilities with a calm and professional approach.
• Strong understanding of customer satisfaction, engagement, retention, and relationship management.
• Familiarity with CRM platforms, customer support systems, and digital communication tools.
• Ability to understand customer needs and provide clear, practical solutions.
• Strong organizational and time-management skills.
• Excellent attention to detail when handling customer information and documentation.
• Ability to collaborate effectively with cross-functional teams.
• Proactive, empathetic, adaptable, and committed to delivering exceptional customer experiences.