Customer Success Associate (Customer Based)

At Edge, we’re on a mission to create a world where geographic borders are no longer a barrier for people to obtain full-time employment and fair wages. That’s why we’ve created a global HR Tech ecosystem platform that seamlessly connects exceptional talent from all over the world with businesses in North America that most need to fill positions. By making hiring globally easier than hiring locally, we provide businesses access to a broader talent pool and help them accelerate their hiring process. Spread across four continents, we’re a global team disrupting the norms of how people can work together.

Overview

The Customer Success Administrator is an integral part of our customer success team, responsible for leveraging computer skills along with service, sales, and marketing disciplines. This position primarily involves computer-based tasks, including email communication and live chat support, while also providing essential support to our Customer Success team. The role focuses on processing data accurately and efficiently to enhance the overall customer experience.

Responsibilities:

• Process all email communication received by the Customer Success department according to established standards, ensuring thorough notation and completion of appropriate activities.
• Utilize Microsoft Office applications, particularly Excel and Word, to process and clean customer lists received from customers.
• Collaborate with management to develop and implement new processes and procedures aimed at improving productivity and efficiency.
• Meet established Key Performance Indicators (KPIs) as set by management to drive departmental success.
• Identify and resolve customer concerns or issues by thoroughly understanding the nature of the concern, determining root causes, selecting appropriate solutions, and following up to ensure swift resolution.
• Maintain detailed and accurate documentation in our Customer Relationship Management (CRM) system, providing clear direction for peripheral departments.
• Engage with customers via live chat to address inquiries and provide assistance as needed.
• Review reports to ensure the accuracy of customer information and data.
• Adhere to scheduled start, stop, break, and lunch times as determined by Administration.
• Perform any other related duties as assigned by the supervisor.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field preferred.
• Strong proficiency in Microsoft Office applications, particularly Excel and Word.
• Excellent communication skills, both written and verbal.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Strong problem-solving skills with a keen attention to detail.
• Ability to work collaboratively within a team and independently when necessary.
• Prior experience in customer service or administrative roles is a plus.

Job Type: Full-time

Fully Remote / Hybrid (Flexible)

Time: Morning Shift