Customer Success Specialist Remote

1 semana atrás

São Paulo, Brasil Property Leads Tempo inteiro

**ABOUT**:
**ROLE**:
This role demands time and attentiveness (far more so than a traditional 9-5 job) and will work closely with our Sales & Customer Success Manager.

**RESPONSIBILITIES**:

- Identify, manage, and assess customer concerns promptly (within 30 minutes to respond and within 24 hours to resolve).
- Understand our client's journey as a lead buyer at Property Leads.
- Follow all Property Leads policies when handling customer support inquiries.
- Work closely with our refund team to resolve a refund dispute that the lead buyer declined.
- Update clients' accounts when a setting that is not accessible in the client portal needs to be changed.
- Face and handle conflict professionally.
- Keep track of all customer's requests, inquiries, etc.

**REQUIREMENTS**:

- Proven work experience with 2+ years of customer success.
- Have a track record of increasing brand likeness through targeted activities like surveys and quarterly checks with clients.
- Help with building a client cult like following.
- Excellent communication skills, including listening and facing conflict head-on.
- Willing to work in a fast-paced environment.
- Self-sufficient and able to properly manage one's own time.
- Well-organized
- Advanced time management skills
- Strong interpersonal skills with the ability to connect and relate to our clients.
- Real Estate knowledge is not required, but is a plus.

**RESULTS**:

- Work closely with the Customer Success Manager, Sales Manager & sales team to maintain or improve our monthly retention rate.
- Respond to customer complaints/inquiries within 30 minutes
- Resolve customer complaints and inquiries within 24 hours or as soon as possible.
- Communicates with the Sales/CS Manager on all high-priority information promptly and escalates high-priority clients when necessary.
- Help develop metrics for tracking brand & product likeness.

**SALARY**:

- $2,500-3,000 monthly

**BENEFITS**:

- Competitive total compensation
- Paid Sick Time

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