POSITION OVERVIEW
As a Customer Success Executive (CSE), you’ll be the trusted advisor our customers rely on for an exceptional experience with our company. Your role involves not just addressing inquiries, but truly understanding and anticipating customer needs, ensuring satisfaction at every touchpoint. You’ll provide expert guidance on our products and services, process bookings, and resolve issues efficiently, all while spotting opportunities to enhance the customer journey through upselling and cross-selling.
In this dynamic role, you’ll collaborate closely with our logistics and maintenance teams to ensure equipment is always ready, and your input will help refine our services. If you’re passionate about customer satisfaction and thrive in a fast-paced environment, join us and be a vital part of our commitment to excellence.
KEY ACCOUNTABILITIES
- Respond to customer inquiries via phone, email, walk-in and live chat with professionalism and empathy.
- Provide accurate information about our products, services, and rental terms.
- Resolve customer issues promptly, ensuring customer satisfaction and loyalty.
- Process equipment rental bookings, modifications, and cancellations efficiently.
- Identify sales opportunities during customer interactions by understanding customer needs and suggesting appropriate rental equipment and services.
- Guide customers through the rental process, upselling and cross-selling where applicable to enhance their experience and meet their needs.
- Maintain up-to-date knowledge of promotions, deals, and new products/services to inform and attract customers.
- Keep accurate records of customer interactions, transactions, comments, and complaints.
- Coordinate with the logistics and maintenance teams to ensure equipment availability and readiness for customers.
- Process payments and handle financial transactions with confidentiality and accuracy.
- Provide feedback on customer service processes and equipment offerings to enhance business operations.
EDUCATION REQUIREMENTS:
Diploma required; further education or certification in customer service, sales, or related field is preferred.
KNOWLEDGE REQUIREMENTS:
- Good understanding of technical products and their applications.
- Familiarity with sales software and CRM tools is a plus.
EXPERIENCE REQUIREMENTS:
- Proven experience in customer service, with a background in sales or a target-driven environment preferred.
- Excellent communication and interpersonal skills, with the ability to engage and persuade customers.
- Strong problem-solving abilities and a customer-focused approach to service.
- Familiarity with CRM systems and practices, as well as basic computer skills.
- Ability to work under pressure, manage multiple tasks, and adapt to changing priorities.
- Knowledge of the equipment rental industry is a plus, but not required.
PERSONAL QUALITIES OR STRENGTHS:
- Eagerness to learn and develop technical knowledge and sales skills.
- Capacity to handle multiple tasks and adapt to changing priorities.
- Adherence to the company's core values (PRAISE) and commitment to sustainability.
- Good communication and interpersonal abilities to interact with clients and team members.
- Ability to work collaboratively and support the Sales Engineer and other team members effectively.
- Strong willingness to solve client inquiries and provide support.
- Proactive and self-motivated approach to work.
