Cape Town: Customer Success Agent (German Speaking) (CPT Onsite) posted by Datafin
Posted on 2025-05-21 00:00:00
| Employer | Datafin |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
Cape Town – Western Cape – South Africa
- Payment Monitoring: Coordinate courtesy calls before and after the first, second, and third monthly payments to ensure seamless payment collection and resolve any issues proactively.
- Client Engagement: Maintain regular communication with clients to foster strong relationships, using a structured tick box sheet to document all interactions and ensure comprehensive satisfaction.
- Issue Resolution: Act as a liaison between clients and internal teams to resolve any service-related issues promptly and effectively.
- Responsible for engaging with existing customers to prevent churn, addressing their concerns, and ensuring their continued satisfaction with the companys products or services. This role involves proactive outreach, problem-solving, and relationship-building to enhance customer loyalty and retention.
- Proactively contact customers who have indicated an intention to cancel or are at risk of leaving.
- Listen to customers concerns and provide appropriate solutions to address their needs and issues.
- Utilize various retention strategies and techniques to retain customers.
- Offer tailored solutions, discounts, or promotions to incentivize customers to stay.
- Collaborate with the sales and marketing teams to develop effective retention campaigns.
- Identify and resolve customer issues promptly and effectively.
- Escalate complex issues to the appropriate departments and follow up to ensure resolution.
- Provide feedback to the management team on recurring issues or trends to improve service quality.
- Maintain accurate and detailed records of customer interactions and retention efforts.
- Prepare and submit regular reports on retention activities, outcomes, and trends.
- Analyse customer feedback and retention data to identify areas for improvement.
- Maintain up-to-date knowledge of the companys products, services, and policies.
- Educate customers on product features, benefits, and updates to enhance their experience and satisfaction.
- Stay informed about industry trends and competitor offerings to provide competitive solutions.
- Gather and document customer feedback regarding products and services.
- Communicate customer feedback to relevant departments for continuous improvement.
- Participate in team meetings to share insights and suggestions for enhancing customer retention.
- Work closely with the customer service, sales, and marketing teams to ensure a seamless customer experience.
- Share best practices and collaborate with team members to achieve retention goals.
- Recognize potential for further income potential.
- Talk to the client and negotiate prices for further implementations.
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