Summary:

As a Customer Success Assistant at ZuZo, you will be responsible for providing excellent customer service to our clients and prospects on the ZuZo Contact Centre Omni channel platform. You will use your customer service skills to ensure customer satisfaction, identify potential prospects for the platform, and generate leads through outbound calls. Additionally, you will work collaboratively with the sales team to optimize sales strategies based on data insights.

Responsibilities:

• Answer customer inquiries and provide support on the ZuZo Contact Centre Omni channel platform through various channels, including phone, email, and chat.
• Understand and empathize with customers' needs and concerns to provide effective solutions and ensure customer satisfaction.
• Conduct research to identify potential prospects for the ZuZo Contact Centre Omni channel platform and develop a target list.
• Generate leads through outbound calls, present the benefits of the platform, and answer any questions they may have.
• Schedule follow-up meetings with Account Managers for qualified prospects.
• Provide qualified BANT notes for each lead generated and the scheduled meeting details.
• Achieve weekly lead generation targets and KPIs.
• Collaborate with the sales team to develop and refine sales tactics based on data insights.
• Continuously update product knowledge and remain up-to-date on industry trends and competitive landscape.
• Utilize customer service software, such as a CRM or ticketing system, to track and respond to customer inquiries and support requests.
• Escalate any issues or challenges to the appropriate team members as needed.

Requirements:

• Proven experience in a customer service role or a related field.
• Strong communication and interpersonal skills, both verbal and written.
• Ability to understand and empathize with customers' needs and concerns.
• Strong problem-solving and conflict-resolution skills.
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Strong work ethic and willingness to take ownership of tasks and projects.
• Familiarity with customer service software, such as a CRM or ticketing system.
• Knowledge of the Contact Centre Omni channel platform is a plus.
• Ability to continuously update product knowledge and remain up-to-date on industry trends and competitive landscape.

Education and Experience:

• HND, Degree or equivalent is required.
• Relevant coursework or a degree in a related field is a plus.