Customer Success Guide / Customer Service Representative

Roles & Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.
• Strong customer centric mindset with high ownership
• Excellent verbal and written communication skills
• Ability to simplify technical information for non technical audiences
• Structured problem solving and analytical thinking
• Empathy, professionalism, and resilience in high volume environments
• Attention to detail and process discipline
• English: CEFR B2 or higher (mandatory); C1 preferred
• Certified System Administrator (CSA)
• ITIL® Foundation Certification
• Customer Success, IT service management, or SaaS related certifications are an advantage