Aftersales - Customer Success Officer

2 weeks ago

Malang, East Java, Indonesia MEDEVA Full time

Medeva is dedicated to delivering exceptional products and services to our clients. We believe that great customer experiences continue long after the sale is made. We are looking for an Aftersales - Customer Success Officer to join our team and help us maintain strong relationships with our customer.

Aftersales - Customer Success Officer is responsible for delivering outstanding post-purchase support to customers. This role focuses on resolving issues, providing product assistance, and ensuring customer satisfaction, ultimately contributing to customer loyalty and retention.

Key Responsibilities:

  • Customer Support: Respond to customer inquiries via phone, email, and in-person regarding product usage, features, and troubleshooting.
  • Issue Resolution: Investigate and resolve customer complaints and issues efficiently while ensuring a high level of customer satisfaction.
  • Product Knowledge: Maintain in-depth knowledge of our products and services to provide accurate information and assistance.
  • Follow-up: Conduct regular follow-ups with customers to ensure satisfaction with products and services and identify any additional needs.
  • Reporting: Document customer interactions and feedback, providing insights to management to improve product offerings and customer service processes.
  • Collaboration: Work closely with sales, technical support, and other teams to ensure a seamless customer experience and efficient issue resolution.
  • Training: Assist in training customers on product features and usage to enhance their experience.

Job Requirements:

  • Bachelor's degree in Business Administration, Communication, Nurse Science, Midwifery, Public Health or a related field (preferred).
  • Proven experience in customer service, after sales, or related roles. Preferably within the SaaS industry
  • Strong communication and interpersonal skills with a customer-centric approach.
  • Ability to handle customer complaints and concerns with understanding and professionalism.
  • Excellent problem-solving abilities and attention to detail.
  • Proficiency in CRM software and Microsoft Office Suite.
  • Ability to work both independently and collaboratively in a team environment.
  • Strong organizational skills and ability to manage multiple tasks simultaneously.

Job Type: Work From Office

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