Customer Success Specialist

Role Overview

Mercy Appliances is seeking a proactive and customer-oriented Customer Success Specialist to foster strong customer relationships and guarantee a seamless experience from enquiry through purchase, installation, and ongoing support.

Key Responsibilities

• Manage customer inquiries via phone, WhatsApp, email, and additional communication platforms.
• Maintain ongoing contact with customers, providing timely updates on their orders and services.
• Collaborate closely with sales, installation, service, and operations teams to fulfill customer needs.
• Track and follow up on orders, deliveries, installations, and outstanding service requests.
• Handle customer complaints with professionalism, ensuring swift resolutions.
• Gather and analyze customer feedback to highlight areas for enhancing satisfaction.
• Keep detailed customer records along with follow-up interactions.
• Perform post-sale check-ins to confirm customer contentment with products and services.
• Motivate pleased customers to leave authentic feedback and Google reviews.