Customer Success Assistant

Job Description

Title: Customer Success Assistant

Company Name: Metafour Asia

Vacancy: 1

Location: Dhaka (Uttara Sector 7)

Salary: Tk. 30000 - 40000 (Monthly)

Experience:
∎ 1 to 2 years
∎ The applicants should have experience in the following business area(s):Software Company

Published: 27 Aug 2024

Education:
∎ Bachelor of Science (BSc) in Computer Science & Engineering, Bachelor of Business Administration (BBA) in Service Marketing

Requirements:

Responsibilities & Context:
∎ Providing customer support: Provide outstanding customer support via various channels to address inquiries, troubleshoot issues, and ensure timely resolution. Respond to client inquiries and resolve issues promptly, ensuring high customer satisfaction. Help maintain and grow relationships with existing clients by providing excellent service and support.
∎ Working on customer feedback: Gather and analyse customer feedback to identify trends, pain points, and opportunities for improvement. Collaborate with internal teams to implement necessary changes and enhancements.
∎ Product advocacy: Serve as a passionate advocate for our products/services, promoting their benefits and features to customers and prospects. Handle other administrative duties as assigned by the Customer Success Manager.
∎ Documenting and knowledge sharing: Maintain comprehensive documentation of customer interactions, solutions provided, and best practices. Contribute to the creation of knowledge base articles and training materials to empower customers and internal teams.
∎ Contribute to customer success: Generate reports and insights on customer success outcomes to contribute ideas and actionable recommendations for enhancing customer experiences and optimising retention strategies. Continuously monitor and adjust customer success tactics based on performance analysis to ensure alignment with organisational goals and objectives.
∎ Project coordination: Coordinate project activities related to support and customer success.
∎ Positive, client serving attitude with enthusiasm and passion
∎ Excellent verbal and written communication skills in English (equivalent to IELTS score 7)
∎ 1-2 years of experience in client management or corporate sales
∎ Ability to work effectively within a team with high level of attention to details
∎ Must be able to write and maintain high-quality documentation
∎ An active listener, proficient in taking notes and an excellent communicator.
∎ Job Context
∎ Metafour Asia is looking for a dedicated and enthusiastic ‘Customer Success Assistant’ to join our team. The ideal candidate will be passionate about helping customers achieve their goals, resolving issues promptly, and ensuring a seamless experience throughout the customer journey. This role offers an exciting opportunity to contribute to the success and growth of our company while developing valuable skills in customer relations. Metafour is an employee-owned, international software company serving 150+ clients worldwide for more than 40 years.
∎ Core Job Responsibilities
∎ You will be responsible for:
∎ Providing customer support: Provide outstanding customer support via various channels to address inquiries, troubleshoot issues, and ensure timely resolution. Respond to client inquiries and resolve issues promptly, ensuring high customer satisfaction. Help maintain and grow relationships with existing clients by providing excellent service and support.
∎ Working on customer feedback: Gather and analyse customer feedback to identify trends, pain points, and opportunities for improvement. Collaborate with internal teams to implement necessary changes and enhancements.
∎ Product advocacy: Serve as a passionate advocate for our products/services, promoting their benefits and features to customers and prospects. Handle other administrative duties as assigned by the Customer Success Manager.
∎ Documenting and knowledge sharing: Maintain comprehensive documentation of customer interactions, solutions provided, and best practices. Contribute to the creation of knowledge base articles and training materials to empower customers and internal teams.
∎ Contribute to customer success: Generate reports and insights on customer success outcomes to contribute ideas and actionable recommendations for enhancing customer experiences and optimising retention strategies. Continuously monitor and adjust customer success tactics based on performance analysis to ensure alignment with organisational goals and objectives.
∎ Project coordination: Coordinate project activities related to support and customer success.
∎ Candidate Persona
∎ Positive, client serving attitude with enthusiasm and passion
∎ Excellent verbal and written communication skills in English (equivalent to IELTS score 7)
∎ 1-2 years of experience in client management or corporate sales
∎ Ability to work effectively within a team with high level of attention to details
∎ Must be able to write and maintain high-quality documentation
∎ An active listener, proficient in taking notes and an excellent communicator.

Skills & Expertise:

Compensation & Other Benefits:
∎ Tour allowance, Provident fund, Profit share, Performance bonus, Weekly 2 holidays
∎ Lunch Facilities: Full Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Monthly salary ranging from BDT 30,000/- to 40,000/- based on skills and experience
∎ Flexible leave management: 31 days of annual leave including public holidays
∎ Fully subsidised lunch & snacks
∎ Yearly training allowance and bonus as per company policy
∎ Excellent learning environment
∎ Awesome culture - learn, grow, fun.
∎ Weekly 2 holidays, Saturday and Sunday
∎ Annual performance-based increment
∎ Provident fund
∎ Employee ownership based profit share scheme
∎ 2 festival bonuses
∎ Probation Period: 6 months
∎ Compensation and other benefits:
∎ Monthly salary ranging from BDT 30,000/- to 40,000/- based on skills and experience
∎ Flexible leave management: 31 days of annual leave including public holidays
∎ Fully subsidised lunch & snacks
∎ Yearly training allowance and bonus as per company policy
∎ Excellent learning environment
∎ Awesome culture - learn, grow, fun.
∎ Weekly 2 holidays, Saturday and Sunday
∎ Annual performance-based increment
∎ Provident fund
∎ Employee ownership based profit share scheme
∎ 2 festival bonuses
∎ Probation Period: 6 months

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Dhaka (Uttara Sector 7)

Read Before Apply:

Please email your resume to [email protected] by mentionting ‘‘Customer Success Assistant [MFCSA 20240827]’’ in the subject line by 15 September, 2024.

Company Information:
∎ Metafour Asia
∎ Takia Center (7th Floor), 39 Sonargaon Janapath, Sector 7, Uttara, Dhaka 1230.
∎ For almost 40 years Metafour has designed, developed and deployed systems for the Courier, Mailroom and Travel industries. Our passion and industry knowledge has ensured that we are the go-to company for all types of business; not only locally, but globally. We currently have over 150 companies worldwide using our software. Logistics companies can manage their entire end-to-end process with NetCourier; corporate mailrooms can take advantage of the audit trails created with MetaMail; whilst travel companies can benefit from our one-stop tour operator software.

As a team, we pride ourselves on providing an unrivalled service. We have offices in the UK, Africa, and Asia to ensure that you receive the best possible service from your initial enquiry, to the implementation of your project, and beyond.

At Metafour we respect each other and celebrate our diversity so that everyone gives their best. We positively encourage applications from all parts of the community and committed to promoting equality of opportunity.

Address::
∎ Takia Center (7th Floor), 39 Sonargaon Janapath, Sector 7, Uttara, Dhaka 1230.
∎ For almost 40 years Metafour has designed, developed and deployed systems for the Courier, Mailroom and Travel industries. Our passion and industry knowledge has ensured that we are the go-to company for all types of business; not only locally, but globally. We currently have over 150 companies worldwide using our software. Logistics companies can manage their entire end-to-end process with NetCourier; corporate mailrooms can take advantage of the audit trails created with MetaMail; whilst travel companies can benefit from our one-stop tour operator software.As a team, we pride ourselves on providing an unrivalled service. We have offices in the UK, Africa, and Asia to ensure that you receive the best possible service from your initial enquiry, to the implementation of your project, and beyond.At Metafour we respect each other and celebrate our diversity so that everyone gives their best. We positively encourage applications from all parts of the community and committed to promoting equality of opportunity.

Application Deadline: 26 Sep 2024

Category: IT/Telecommunication