Customer Success Agent

7 days ago

Camberley, United Kingdom Knightway Associates Full time

**Role Purpose**

The Customer Success Agent is responsible for supporting the development of customer relationships to promote retention and loyalty and user growth. Their job is to work closely with customers to ensure they are satisfied with the services they receive andto support them to fully utilise their product(s).

**Main Accountabilities**
- You will support partners and users, resolving queries and issues from across our client's solutions
- Welcoming, onboarding and training new customers and users to the product while setting them up for success
- Communicate the value of our client's solutions and features to customer users
- Compile internal and external reports to analyse usage and drive engagement of customers and users through monthly data checks and Revenue monitoring
- Provide product demonstrations to customers and users
- The role will include providing troubleshooting and accurately logging all issues reported to the Service Desk, providing solutions & workarounds which meet the customer and business expectations as well as working with personal and team SLA's/KPIs.

**Governance**
- Ensure that decisions are made in conformity with the authority delegated to the role
- Ensure self-certification and monitoring arrangements are robust and complete
- To make a full and positive contribution to the business through relevant operating protocols
- To ensure the customer is central in all relevant business decisions

**Teamworking**
- Help maintain a culture which supports the business, including fostering best practices, strong team spirit, customer focus and an environment of sharing knowledge
- Operate within a culture of one Risk Management

**Risk Management**
- Manage and mitigate relevant risks
- Contribute to the completion of risk profile reviews, ensuring the risk profile is appropriately assessed and documented
- Ensure risk reviews are performed in line with the business protocols and all potential customer impacts are considered

**TCF**
- Adherence to all regulatory requirements, for example, the FCA's rules and principles, Data Protection Act and Money Laundering regulations.
- Maintain awareness of the business’s policies and procedures, and the regulation relevant to your role.
- Consistently demonstrate your understanding of how the principle of TCF impacts your role and is embedded in the culture of the business

**Knowledge and Expertise**
- Can-do attitude
- Passionate about good customer service
- Ability to work effectively with consumers online and offline
- Ability to build and maintain relationships with external brokers
- Good verbal and written communication skills
- Able to work from their own initiative or as part of a team

**Problem Solving**

One of the key attributes of a customer success agent is to find out the core customer issue and work to resolve this as quickly as possible whilst always keeping in constant contact with the customer to update them.

It is important to work collaboratively with the relevant teams internally to resolve the problem and look for a positive outcome for the customer.

**Experience, qualifications, and other requirements specific to the role**
- Experience in working within a customer service/support environment
- Good team skills
- Minimum 2 A’ levels or equivalent

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