Customer Success Officer

Overview

Customer Success Officer Jobs in Dubai, UAE at geidea

Established in 2008, Geidea epitomises customer focused

empowerment

and commercial success through continuous

innovation

.  Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative &

entrepreneurial

talent in the market.  Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.  Our technology mirrors our people – Smart,

Innovative

& Forward Thinking.

To maintain competitive advantage as we grow, we are currently looking for a new Customer Success Executive.

JobPurpose:

The

purpose

of this role is to act as the owner of the customer experience within Geidea’s sales function in the UAE. A Customer Success Executive is in charge of the customer success journey from start to finish.  Key Accountabilities and Decision Ownership:  Work as an advocate for Geidea through educating customers on products and ensuring full understanding of customer journey and processes.

Analyse and resolve customers’ issues and try to retain them through closing the tickets submitted through different channels.  Retain inactive clients after installation and convert potential customers to active customers before installation.  Collaborate with other departments to set a unified tone of voice across Geidea by creating scripts, SMS content, providing training sessions, etc.  Manage face-to-face complaints in Geidea’s premises.

Upsell and cross-sell products according to customers’ needs.  Process waiving cancellation fees according to Geidea’s internal rules, when applicable.  Participate in setting up customer experience standards for new projects.

Must Have Technical / Professional

Qualifications:

2-3 years’ experience as customer service or customer success is preferred.  Banking or Fin-tech experience is preferred.

Key Success Factors:  % of conversion: 10% of clients who refused installation after completing paperwork.  Send different VOC surveys, follow up, validate and respond within SLA established for each phase.  Handle complaint tickets within SLA.  Report on issue/complaint types.  99% success rate for incident

communication

management.  Keep track of incidents list.

Our Values:  Our values guide how we think and act – They describe what we care about the most:  Customer first – It’s embedded in our

design thinking

and customer service approach.  Open – Openness allows us to constantly improve and evolve.  Real – No jargon and no excuses  Bold – Constantly

challenging

ourselves and our way of thinking.  Resilient – If we fail, we bounce back stronger than before.

Collaborative

– We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution. Click

apply below

and become part of the Geidea story.  #J-18808-Ljbffr

Title: Customer Success Officer

Company: geidea

Location: Dubai, UAE

Category: Customer Service/HelpDesk, Sales