Associate Customer Success
About the role
The Associate Customer Success role involves managing and resolving customer incidents and service requests, primarily using Salesforce (CRM). Key responsibilities include logging and classifying incidents, keeping users informed, associating incidents with other records, providing first-line investigation and diagnosis, escalating major or at-risk incidents, and maintaining ownership of incidents throughout their lifecycle. The position requires strong communication, problem-solving, and technical skills, as well as the ability to work independently and under pressure in a fast-paced environment. Candidates should have a background in hospitality management, IT, or a related field, and experience in a customer-facing role.
Must have
- A Bachelor’s degree or diploma in Hospitality Management, IT or a related field.
- 1+ years of experience in a customer-facing role, preferably in the hospitality or IT industry.
- Proficiency in Information Technology is highly preferred.
- Exceptional communication (written & verbal) and problem-solving skills.
- Ability to work independently and under pressure in a fast-paced environment.
- Strong understanding of product knowledge relevant to the service area.
- Willingness to work on weekends and a 24/7 roster basis.
- A collaborative team player with excellent interpersonal skills.
- Able to learn new technologies.
- Excellent time management and customer service skills
- Proficient with computer literate such as server O/S, workstation, MS Office and PC Hardware.
- Familiarity with remote connection tools (e.g: Ammyy, Teamviewer, Remote desktop).
- Ability to communicate and cooperate effectively with staff at all levels.
- Strong presentation and technical writing skills.
- Skills in planning, organising, and adapting within a multi-tasking environment.
- Aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation
Technologies
- CRM
- Microsoft 365
- Salesforce
Highlights
The role requires willingness to work on weekends and a 24/7 roster basis. Proficiency in IT and familiarity with remote connection tools are highly preferred. The position is customer-facing and may require interaction with staff at all levels.
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