Customer Success Associate
Bruker
- Mumbai, Maharashtra
- Temporary
- Full-time
- Conduct outbound calls to all customers in the selected countries who have used our products.
- Engage with customers in a professional and courteous manner to gather feedback on their experience with the product.
- Use prepared scripts or guidelines to ensure consistent information gathering.
- Record and document feedback, issues, or concerns expressed by customers accurately and thoroughly in the database or SFDC.
- Reviewing and validating existing data within Salesforce to ensure accuracy, completeness, and consistency.
- Standardizing data formats, fields, and entries to maintain uniformity across records.
- Identify issues mentioned by customers and escalate them to the relevant department, if needed.
- Collaborate with the different department to ensure customer issues are addressed promptly and effectively.
- Maintain a positive and helpful attitude during interactions to enhance customer success and brand loyalty.
- Provide regular reports or summaries of customer feedback to the CSM Team.
- Continuously seek opportunities to improve customer satisfaction strategies based on the gathered feedback.
- Graduate with excellent communication skills, both verbal and written, in English. (Additional language skill is a plus).
- Experience in customer service, telemarketing, or a similar role preferred.
- Ability to actively listen, empathize, and address customer concerns effectively.
- Familiarity with SFDC for accurately recording customer interactions.
- Strong problem-solving skills and ability to handle challenging situations calmly and professionally.
- Detail-oriented with good organizational skills to manage and document customer feedback efficiently.
- A positive and patient attitude towards resolving customer inquiries or issues.
- Flexibility in working hours to accommodate different time zones within the target country, if applicable. The reporting line will be in Europe.