Job Title: Associate | Customer Success

Reports to: Manager | Customer Success

Location: Bakhundole, Lalitpur 44600, Nepal

Shift: Standard (09:00 AM to 06:00 PM) from Monday to Friday 

Position Overview

As a Customer Success Associate, you will play a critical role in ensuring customer satisfaction and retention by serving as the primary point of contact for clients. You will proactively engage with customers to understand their needs, resolve issues, and foster long-term relationships. This role requires effective communication, strong organizational skills, and the ability to collaborate with cross-functional teams to deliver exceptional customer service. You will also be responsible for managing client accounts, monitoring customer feedback, and contributing to the continuous improvement of our services.

Key Responsibilities:

• Proactively reach out to customers to understand their needs, gather feedback, and ensure their overall satisfaction with our products/services.
• Escalate complex issues to the appropriate departments while maintaining clear communication with the customer
• Foster positive relationships with clients, serving as their primary point of contact for inquiries, support, and issue resolution.
• Manage client accounts and building strong customer relationships by taking accountability of the assigned clients
• Collaborate with cross-functional teams to ensure that client queries are handled smoothly
• Monitor customer feedback and satisfaction such as client testimonials, and proactively identify areas for improvement
• Manage customer data and streamline the available sheets
• Support in the preparation of client reports and presentations
• Participate in team meetings and contribute ideas to enhance the overall customer experience.

Skills and Qualifications

Task Related skills and Certifications

• Currently pursuing a Bachelor’s degree or completed Bachelor’s degree
• Minimum of 1 year of experience in a customer-facing role, preferably in customer success, account management, or a related field.
  

Competencies and Soft Skills

• Strong communication and interpersonal skills.
• Customer-focused with a passion for delivering exceptional customer service.
• Detail-oriented and highly organized.
• Ability to work collaboratively in a team environment.

..What We Offer

• Work in a multinational company operating in the Cloud & ICT domain, based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh.
• Best in class open, progressive, professional, and equal opportunity work environment.
• Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged
• Exposure to multi-disciplinary skill areas (including team management & leadership) in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, DigitalOcean, and Facebook
• Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka. 

How to apply?

Suitable candidates meeting the above criteria are requested to send their CV and cover letter to hr@genesesolution.com 

Only shortlisted candidates will be invited for the further selection process. You are requested to clearly mention the position you are applying for in the subject of the email. 

OR

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