Customer Success Executive

Dublin, Ireland • Permanent • Customer Success & Support

XSellco is one of the fastest growing multi channel eCommerce trading companies in Europe. We are looking for a motivated, forward thinking and fast moving candidate to join our Customer Success team with the on-boarding of new customers and supporting existing customers in the English and German markets to enhance overall customer satisfaction delivering improved retention metrics. 

The Role:

  • Immediately gain a complete understanding of XSellco products and services
  • Proactively contact new and existing customers meeting and exceeding contact targets
  • Engage with customers via inbound phone requests, resolving their questions and challenges
  • Monitor and respond to online chat support requests
  • Identify and address customer’s needs, complaints and frustrations to always achieve a mutually beneficial relationship
  • Proactively work with other team members to assist others in achieving improved customer support and improved retention metrics
  • Manage customer communications, e.g., notifications, e-mails, down-time notices and release notes
  • Contacting customers whose credit cards have recently expired or declined and updating information

Requirements:

  • Two year’s minimum of customer service experience
  • Ability to speak clearly and persuasively in positive or negative situations; Listen and get clarification; Respond well to questions
  • Demonstrates an ability to think quickly on their feet
  • Fluent German and English is a must. 
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