Customer Success Team Leader

JOB DESCRIPTION

Ref#4737

 

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On behalf of our Client, a well-established e-commerce organization, GRS is seeking to recruit a Customer Success Team Leader in Nicosia. The successful candidate will have at least 3 years of relevant experience. This is an excellent opportunity to be part of an enthusiastic and expanding team. If you feel you have the necessary skills and experience, then GRS look forward to receiving your CV for this Customer Team Leader position based in Nicosia.
MAIN DUTIES AND RESPONSIBILITIES
  • Ensure that customers are satisfied by the service provided and resolution paths
  • Strive to exceed customers' expectations by coaching and setting high levels, quality and professionalism of service
  • Oversee the Customer Success Team
  • Oversee daily Customer Success tasks and suggest process improvements
  • Set and monitor Customer Success Team goals
  • Ensure proper execution of tasks along with customer journey, including, onboarding, retention, upselling, etc.
  • Collaborate closely with other teams to ensure coordination and visibility
  • Analyse internal new requirements and suggest potential solutions, break them into specific tasks and allocate them to team members
  • Establish internal process to assist in customers' interactions, recording and maintenance
  • Communicate customers' insights and suggest potential improvements
  • Cultivate holistic, Customer Success-centric approach, resulting in tangible actions and results
  • Identify areas of customer growth and work closely with the Sales Team
  • Acquire soon thorough knowledge of the product
  • Be responsible for the hiring and onboarding process of new team members
  • Train team members on new processes and tools
  • Communicate comprehensively changes in policies and procedures to team members and ensure they are well-received and properly applied
  • Prepare accurate Sales and Customers reports
  • Ensure CRM is up-to-date, including all customer-related interactions and outcome
  • Follow closely and be up to date with recent developments and updates in Customer Success field
CANDIDATE PROFILE
  • At least 2 years experience as a Customer Success Team Leader or in a similar managerial role
  • Proven track record of achieving customer satisfaction goals
  • Fluency in handling customers under stressful situation and solving customer issues
  • Significant engagement with retention and upsell activities
  • Great leadership skills proven on the field
  • Can-do attitude and ability to diffuse this approach and inspire team members
  • Extreme attention to detail and ability to focus on what matters to the customer
  • Exceptional organisational skills
  • Native speaker of Greek and fluency in English, both written and verbal is mandatory
  • Great verbal and written communication skills
  • Strong results-oriented team player
  • Self-driven personality with the capacity to be receptive to feedback
  • Fluency with online services and ecommerce
  • Work experience in digital services companies will be considered a plus
COMPANY BENEFITS
  • Attractive remuneration package
  • Work from home arrangements
 
Due to the high volume of applications we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to Charalambos Iasonos, charalambos@grsrecruitment.comquoting the above job reference or call +357 25 342 720 for further information.
 

 

Job Summary
  • icon
    23 November 2022
  • icon
    Permanent
  • 4737
  • charalambos@grsrecruitment.com
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