Customer Success Executive

CORE RESPONSIBILITIES - Omnichannel Customer Support: Act as the first point of contact to provide accurate, timely, and friendly support via phone, email, WhatsApp, and social media. - Drive Customer Success: Guide our system users (Landlords, Operators, Merchants) on how to maximize specific platform features, highlighting special offerings to ensure a premium service experience. - Tech Troubleshooting & QA: Provide 1st-level troubleshooting for product and service issues. You will analyze, test (e.g., impersonating user scenarios), and accurately escalate system bugs to the relevant tech/product teams. - Community & Social Media Management: Proactively engage with our community. Monitor, manage, and respond to customer reviews and complaints across social media channels to protect our brand reputation. - Product Optimization & Feedback: Collect prompt, accurate customer feedback. You will update our internal knowledge base and analyze this data to recommend direct improvements to the end-user experience. - Training & Compliance: Participate in developing client training programs by identifying common learning hurdles. You will also ensure compliance with service agreements and recommend accessible techniques and devices for clients requiring accommodations. REQUIREMENTS - Education & Experience: Minimum Diploma in any field. (Fresh graduates and retirees with relevant experience are highly encouraged to apply!) - Tech-Savvy: You have strong technical knowledge and are highly proficient in Microsoft Office, Google Workspace, Canva, and MS Teams. - Stellar Communicator: Excellent interpersonal and active listening skills, with the ability to explain technical features in simple, user-friendly language. - Problem Solver: You have strong analytical skills, meticulous attention to detail, and work with a high sense of urgency (speed and accuracy). - Empathetic & Patient: You naturally care about the customer experience and handle feedback and troubleshooting constructively. - Availability: We are flexible! Both Full-Time and Part-Time positions are available.