Customer Success Agent

5 days ago

Lahore, Punjab, Pakistan Instacare Technologies Full time 1,920,000 - 2,400,000 per year

Job Summary:

The Customer Success Agent is responsible for ensuring customer satisfaction, retention, and success by providing excellent post-sales support and maintaining strong client relationships. This role involves understanding customer needs, resolving issues efficiently, and ensuring customers gain maximum value from the company's products or services.

Key Responsibilities:

  • Customer Support & Communication
  • Act as the primary point of contact for customers via phone, email, or chat.
  • Respond promptly to customer inquiries and resolve issues efficiently.
  • Provide product guidance, training, and troubleshooting assistance.
  • Customer Onboarding
  • Assist new customers in setting up and using the platform or service.
  • Ensure smooth onboarding by providing necessary documentation and demos.
  • Follow up to ensure successful adoption and satisfaction.
  • Customer Retention & Relationship Management
  • Build long-term relationships with customers to encourage loyalty and renewal.
  • Identify at-risk customers and take proactive steps to improve their experience.
  • Gather customer feedback and share insights with the product and development teams.
  • Performance Monitoring & Reporting
  • Track customer usage and engagement metrics to ensure product value realization.
  • Maintain detailed records of customer interactions and issues in CRM tools.
  • Prepare and share reports on customer satisfaction and support metrics.
  • Collaboration & Process Improvement
  • Collaborate with sales, technical, and product teams to resolve customer concerns.
  • Contribute to knowledge base articles and process documentation.
  • Suggest improvements to enhance the customer experience.

Key Skills & Competencies:

  • Excellent communication and interpersonal skills
  • Strong problem-solving and analytical abilities
  • Patience and empathy in handling customer concerns
  • Proficiency in CRM and support tools (e.g., HubSpot, Zendesk, Freshdesk)
  • Ability to multitask and manage time effectively
  • Understanding of SaaS or technology-based products (preferred)

Qualifications:

  • Bachelor's degree in Business, Marketing, IT, or related field
  • 1–3 years of experience in customer success, client support, or account management
  • Experience in SaaS or tech-based customer service preferred

Job Type: Full-time

Pay: Rs40, Rs50,000.00 per month

Work Location: In person

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