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Customer Success Assistant at Sanergy

Summary:

The role holder will work towards guaranteeing unmatched customer satisfaction with a clear plan to achieve value addition that will promote our customer retention.

Key responsibilities:

  • Be the contact person for all clients, escalate any client complaints that arise, propose solutions and follow up to ensure they are resolved within 24hrs.
  • Actively seek feedback from internal/external stakeholders in order to plan, implement and sustain customer satisfaction projects both internally and externally.
  • Actively seek feedback and collect data from both internal/external stakeholders in order to plan, implement and sustain client value addition projects.
  • Collect sufficient information from engagements with prospects/leads to calculate the cost of the problem in order to come up with sales proposals.
  • Monitor patterns and trends in customer-related issues that come up from time to time and identify lasting solutions to resolve them.
  • Maintain a CSat scorecard for all clients with indicative metrics month on month.
  • Reduce cost of service by tracking percentage decrease of net cost to client month on month.
  • Manage environmental footprint by initiating projects to reduce percent of waste landfilled, increase percent recycled vs total waste collected.
  • Increase internal understanding of the clients by accurately forecasting organic vs inorganic waste generated.

Key result areas:

  • Ensure 100% of all issues are tracked daily on Issue Tracker.
  • Ensure 90% of all issues raised are resolved within 24hrs.
  • Ensure 100% daily collections, monthly invoicing and reporting.
  • Ensure a decrease of net cost to client month on month.
  • Track and forecast accurately all operational metrics affecting Customer Success.
  • Maintain and run projects to improve and sustain CSat scoring criteria for all clients.
  • Ensure a reduction of landfilled waste to below 30%.
  • Ensure volume recycled is increased to over 60%.
  • Ensure volume dumped is reduced to below 10%.

Qualifications & Experience:

  • 0-2 years of total work experience.
  • A bachelors degree in environmental science/studies is highly preferable.
  • Business administration degree holders (sales/marketing majors) also encouraged to apply.
  • Past experience in customer relations/service/sales will be an added advantage.
  • Strong MS Excel skills (this will be tested).
  • Good interpersonal skills.
  • Highly developed communication skills.
  • Work under minimal supervision.

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