Oct 08, 2021

Customer Care & Account Manager

  • CLICKBOX
  • Nassau, The Bahamas
Full Time Job Administrative & Support Services Customer Service Management Operations QA-Quality Control

Job / Advertisement Description

CLICKBOX is the first of its kind, regionally focused Smart Parcel Locker and Delivery solution.


Our value proposition is modernizing and optimizing the last mile experience through a re-imagined, technology first, delivery model. We are expanding our network while developing bespoke solutions for businesses and consumer serving entities across the region.

 

ACCOUNT MANAGER & CUSTOMER SUCCESS

This role oversees all aspects of Merchant and Customer Success and is responsible for developing the strategy and executing it to achieve best in class customer satisfaction. This role will support the development of the commercial offering of the business for both merchants and end customers. It will be an active role in the marketing needs of the business.

This role is truly cross functional and will influence the growth and success of the business.

This role is responsible for ensuring the best possible experience for our customers by developing effective customer service procedures, supporting the commercial team with merchant onboarding, reporting and development.

The role requires a strong demonstrated capability and track record in both account management and driving innovative improvements to help create an industry leading exceptional customer experience.

Responsibilities:

  • Own the customer experience
  • Direct customer support via phone / email / chat for trouble shooting and error resolution
  • Compiling data reporting and analytics to support both an improved customer experience and best in class account support
  • Merchant onboarding and training
  • Merchant first line contact for issues
  • Business development and solution design support
  • Identify customer impacting issues, work out implementation solutions and process improvements to increase customer satisfaction
  • Owner of customer care technology such as Customer Care platforms, CRM and/or chat
  • Stay informed on the latest industry techniques and methods
  • The ability to work in a fast-paced environment
  • Demonstrable interpersonal skills with a diverse customer base
  • Demonstrable conflict resolution, negotiating, and de-escalation skills and the ability to maintain composure in highly escalated situations

 

Requirements/Qualifications:

  • Minimum 3 years in an account management or manager in a customer service organization
  • Experience in both merchant and customer service positions
  • B2B customer or account management experience in a solution-oriented position
  • Experience in the transportation, retail and/or delivery industry
  • A natural problem solver with a strong attention to detail
  • High proficiency in G Suite
  • Experience with Customer service applications
  • Outstanding written and verbal communication skills
  • Excellent leadership and interpersonal skills

Interested applicants may email their resume to careers@clicktocollect.com on/before November 8, 2021.