Customer Success Associate
About the role
The Customer Success Associate is responsible for managing and resolving customer incidents and service requests, ensuring timely communication and resolution through the incident lifecycle. Key responsibilities include logging and classifying incidents, providing first-line investigation and diagnosis, escalating issues as needed, and maintaining accurate records in Salesforce CRM. The role requires a background in hospitality management, IT, or a related field, with at least one year of customer-facing experience. Strong communication, problem-solving, and technical skills are essential, as well as the ability to work independently and as part of a team in a fast-paced, multi-tasking environment. The position may require working weekends and on a 24/7 roster basis.
Must have
- Bachelor’s degree/Diploma in Hospitality Management, IT or related field
- 1+ years of experience in a Customer-facing role, preferably in the hospitality or IT industry
- Excellent communication and writing skills
- Ability to work independently and under pressure
- Having good knowledge of a product depending on the service area
- Able to identify trouble spots and excellent problem-solving skills
- Should be willing to work on weekends and 24/7 roster basis
- Good team player
- Able to learn new technologies
- Excellent time management skills and customer service skills
- Proficient with computer literate such as Windows 2000/NT, workstation, MS Office and PC Hardware
- Having knowledge of Remote connection (Ammyy, Teamviewer, Remote desktop etc)
- Able to communicate and cooperate with staff at all levels
- Excellent presentation and technical writing skills
- Skills in planning, organizing, and adapting within a multi-tasking environment
- Have the aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation
Nice to have
- Proficiency in Information Technology is preferred
Technologies
- CRM
- Microsoft 365
- Salesforce
- Windows
Highlights
Candidates should be willing to work on weekends and a 24/7 roster basis. The role may require interaction with staff at all levels and updating case documentation regularly.
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