At EyeCarePro, we are on the lookout for an enthusiastic and motivated Customer Success Specialist to join our Customer Success Team. In this role you will be one of the faces of our company, responsible for assisting and guiding our valued customers. Your primary goal will be to provide exceptional service and support, addressing inquiries, resolving problems, and ensuring a seamless experience. You'll be an essential part of our team, making sure that our customers feel valued and heard, ultimately contributing to the success and growth of our business.
Responsibilities:
Interact with customers via email or phone to understand their website needs, provide guidance, and deliver solutions promptly and professionally ensuring a positive customer experience.
Acquire and maintain a deep understanding of EyeCarePro's products, services, and policies to provide accurate information to customers.
Provide technical assistance or guidance to customers who encounter problems with products or services.
Educate customers on product usage, features, and benefits to maximize their satisfaction and product utilization.
Assist customers in making modifications and edits to their websites, including content updates, design changes, and functionality improvements.
Provide guidance and training to customers on website editing tools and best practices.
Ensure that all website modifications align with quality and design standards, and conduct quality checks to verify accuracy.
Diagnose and resolve common technical issues, escalating complex problems to the appropriate departments.
Gather and document customer feedback and suggestions to help improve products and services.
Manage multiple customer interactions simultaneously while maintaining a high level of service quality.
2+ years of experience in Customer or Tech Support, ideally for a SaaS company.Bachelor's Degree in Business Administration or its equivalent.
Tech savvy – you’ll need to be able to quickly pick up using new software and technical topics.
Exceptional customer service skills, with a focus on problem-solving and a customer-first approach.
Strong attention to detail to ensure website edits are accurate and meet customer expectations.
Exceptional written and verbal communication skills. The ability to explain complex ideas and concepts in simplified terms is essential.
Knowledge of the eye care industry, industry trends, and best practices is a valuable asset.
Strong interpersonal skills and adaptability in a dynamic work environment.
High level of professionalism as you will be engaging with health care professionals.
Prior experience in website editing, design, or web development is preferred.
Familiarity with domains and emails and how they function is a strong asset.
How to Apply:
If you meet the application criteria and have a genuine passion for helping others, we would love to hear from you!
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