Customer Success Support

Customer Success Support
Customer Success Support
Job title: Customer Success Support
Reports to: Collaboratively to Marketing & Sales and After Sales
Division: Automotive Division
Qualification: Bachelor's degree in business, marketing, or a related field
Experience: Minimum 1 years
Gender: Male/Female
Age: 23-27 Years
Job Location: Sazgar Car Assembly Plant, Sunder Road, Raiwind – Lahore.
Salary Range: Subject to work Experience
Perks: Will be discussed during the interview stage.
JOB Purpose:
The primary responsibility of this role is to assist the Customer Success Specialist in managing and enhancing the customer experience for all Sazgar clients, including HAVAL, BAIC and three wheeler customers. The successful candidate will be responsible for providing support to customers through various communication channels, particularly via our CRM system. This position reports directly to the Customer Success Specialist and involves working closely with them to ensure a seamless customer experience across all touchpoints.
• Assist the Customer Success Specialist in managing and responding to customer inquiries, concerns, and requests in a timely and professional manner.
• Utilize the CRM system to track customer interactions, update customer profiles, and maintain accurate records of all communications.
• Collaborate with the Customer Success Specialist to identify areas for improvement in the customer support process and contribute to enhancing overall customer satisfaction.
• Communicate effectively with customers via phone calls, emails, and other communication channels to address their needs and resolve any issues they may encounter.
• Work closely with internal teams, including sales, marketing, after sales and product development, to ensure alignment on customer needs and requirements.
• Prepare reports and analyze customer data to identify trends, patterns, and opportunities for improvement in the customer support process.
• Provide feedback to management on customer satisfaction levels and make recommendations for strategies to enhance the customer experience.
• Maintain a thorough understanding of Sazgar, HAVAL, and BAIC products and services to effectively assist customers and address their inquiries.
• Train Customer Relation Officers of Sales and Aftersales on best practices for customer interactions, including effective communication skills, product knowledge, and CRM usage.
• Monitor and evaluate the performance of Customer Relation Officers, providing coaching and support as needed to ensure consistently high levels of customer service.
  • Minimum 01 year Prior experience in customer service or customer support, preferably in a related industry such as automotive.
  • Bachelor's degree in business, marketing, or a related field is preferred
  • Excellent communication skills, with the ability to interact effectively with customers over the phone and through written communication.
  • Proficiency in using CRM systems and other customer support tools to manage customer interactions and maintain accurate records.
  • Good report writing and analytical skills, with the ability to analyze customer data and identify trends and opportunities for improvement.
  • Highly organized with excellent attention to detail and the ability to multitask and prioritize tasks effectively.
  • Team player with a positive attitude and a willingness to learn and grow in a fast-paced environment.