Digital Customer Success Associate
- Kuala Lumpur
- Permanent
- Full-time
- Manage Self-Service Customers: Actively engage with self-service customers to ensure their needs are met and they achieve success using our digital products and services.
- Minimize Risks and Identify Growth Opportunities: Monitor self-service customer interactions to identify potential risks and opportunities for growth. Proactively address issues and capitalize on opportunities to enhance customer satisfaction and retention.
- Respond to Self-Service Customer Requests: Promptly respond to inquiries and requests from self-service customers, providing assistance and guidance as needed to resolve issues and address concerns.
- Contribute to Self-Service Improvements: Collaborate with more experienced colleagues to identify areas for improvement in self-service processes and customer experience. Actively participate in implementing enhancements to drive greater efficiency and effectiveness.
- Drive Continuous Improvement in Lead Quality and Conversion Rates: Work closely with internal teams, including marketing and sales, to optimize lead quality and conversion rates within the self-service customer segment. Provide insights and recommendations based on customer data analysis to improve marketing-to-self-service and self-service-to-sales conversion funnels.
- Analyze Data from Self-Service Customers: Utilize data analysis techniques to extract insights from self-service customer interactions and behaviors. Identify potential leads within the self-service segment and prepare these leads for handoff to the sales department.