Customer Success Associate
Job Summary
We are seeking a Customer Success Associate with 3+ years of experience to handle client communications, appointments, and follow-ups across phone, email, and chat. The role includes managing inquiries within SLA, AR/AP tasks, and maintaining accurate CRM records. The ideal candidate is organized, empathetic, and skilled with tools like Google Sheets, Slack, Zoom, and CRM platforms to deliver exceptional customer experiences.
Core Tasks:
- Monitor multiple phone lines and inboxes to assist customers and escalate as needed
- Book appointments, schedule followups, and solicit feedback and reviews on services
- Manage AR/AP tasks including following up on invoices
- Consult with clients over phone, email, and chat to help accomplish their goals
- Manage customer followup and follow-through in the CRM
- Handle customer inquiries with a <1 hour SLA time
- Gather product knowledge to properly educate customers
- Build out role-related SOPs and FAQs for faster and more accurate responses
- Make callbacks to previous clients to collect feedback
- Assist with other tactical tasks as needed
Must-Haves:
- 3+ years experience as a customer success associate
- Well organized with a positive attitude and problem solving skills
- Exceptional and empathetic verbal and written English communication skills
- Basic – intermediate skills with Google Sheets/ Excel for basic reporting
- 1+ years experience with professional CRM / helpdesk tools like Gorgias (or similar)
- Familiarity with slack and Zoom for internal team coordination / communication
- Ability to work full-time CST
Nice-to-Haves:
- 1+ years experience with Monday (or similar project management tool)
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