Customer Success Specialist

• Professionally manage a high volume of inbound calls from US customers regarding their complaints, requests, order status, follow-ups, and general inquiries.
• Deliver an exceptional customer experience on every call, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards.
• Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures.
• Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously while actively listening and speaking with the customer.
• Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT).

Job Specification:

• Proven experience in any customer-facing role is required.
• Exceptional verbal communication skills in English are essential. Candidates must possess a clear, neutral, or American accent to effectively service US-based customers.
• Minimum Matric or O Levels is required.
• Working days are Monday to Friday, and weekends are off.