Customer Success Officer - Call2fix
We are seeking a proactive and customer-focused Customer Success Officer to drive user satisfaction, service excellence, and client retention on the Call2Fix platform.
The ideal candidate will serve as the primary point of contact for customers, ensuring service requests are handled efficiently, artisans are properly coordinated, and users have a smooth and satisfactory experience from request to completion.
Key Responsibilities
Manage incoming service requests via the Call2Fix app, phone, and other channels.
Ensure timely assignment and coordination of verified artisans.
Monitor service delivery to ensure quality, timeliness, and customer satisfaction.
Follow up with customers after service completion to gather feedback and resolve concerns.
Escalate complex technical or operational issues appropriately.
Maintain accurate records of customer interactions and service outcomes.
Drive customer retention through proactive engagement and relationship management.
Support dispute resolution between customers and service providers.
Collaborate with operations and technical teams to improve service processes.
Identify recurring service issues and recommend improvement strategies.
Qualifications
- First degree in any related field
Minimum of 2–4 years’ experience in customer service, customer success, or operations (preferably in a service-based company).
Strong communication and interpersonal skills.
Ability to manage multiple service requests simultaneously.
Good problem-solving and conflict-resolution skills.
Proficiency in Microsoft Office and CRM or service management tools.
Ability to work in a fast-paced, 24/7 service environment (shift work may apply).
Additional Information
- Good professional appearance and attitude.
- Diplomatic, tactful, discreet, flexible, resour,ceful and dependable
- Excellent leadership and project management skills
- Outstanding organizational skills
- Strong attention to detail and a commitment to maintaining high safety standards.