SQUARE SIGNS ARMENIA

Job description:

Square Signs Armenia is the Armenian branch of Square Signs LLC, USA.

We offer top-notch services in the industry - from web design to software and content development, SEO and marketing services to boost our projects to a whole new level.

We are looking for an experienced Senior Customer Success Specialist (Night Shift) to work with our corporate clients and boost our customer experience to a high level, specifically for the B2B clients of the Squaresigns.com project.

Work hours : Mon-Fri , 18:30 - 03:00 (day shift, evening shift, and late night shift opportunities are also available).

/en/senior-customer-success-specialist-night-shift

Job responsibilities

• Take end-to-end responsibility of reforlving customer issues in a professional and timely manner by phone, email and chat;
• Respond to customer queries promptly, ensuring customers receive high-quality customer support;
• Handle and resolve a variety of inquiries, such as sending extra information about the product, handling returns and refunds, warranty exchange queries, order tracking, delivery issues, etc;
• Manage a large volume of incoming calls and messages;
• Effectively communicate information with customers and operational team members;
• Provide after-sales support by assisting with extra information provided on product use, installation and maintenance;
• Keep records of customer interactions, process customer accounts and file documents;
• Build sustainable relationships and trust with customer accounts through open and interactive communication;
• Guide and support new colleagues in their adaptation process.
• Participate in the creation or revision of customer service procedures, guidelines, policies and metrics in order to continuously improve customer experience; make improvement suggestions based on findings from customer interactions, if any.

Required qualifications

• Manage a large volume of incoming calls and messages;
• Take end-to-end responsibility of resolving customer issues in a professional and timely manner by phone, email and chat;
• Respond to customer queries promptly, ensuring customers receive high-quality customer support;
• Handle and resolve a variety of inquiries, such as sending extra information about the product, handling returns and refunds, warranty exchange queries, order tracking, delivery issues, etc;
• Effectively communicate information with customers and operational team members;
• Provide after-sales support by assisting with extra information provided on product use, installation and maintenance;
• Keep records of customer interactions, process customer accounts and file documents;
• Build sustainable relationships and trust with customer accounts through open and interactive communication;
• Guide and mentor new employees in their adaptation process, oversee their work and progress;
• Participate in the creation or revision of customer service procedures, guidelines, policies and metrics in order to continuously improve customer experience; make improvement suggestions based on findings from customer interactions, if any.

Required candidate level: Mid level

Additional information