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    Senior Customer Success Agent - Charlotte, United States - Tandym group

    Tandym Group background
    Description

    A global-based health care company is seeking a Senior Customer Success Agent to join their team.

    The Senior Customer Success Agent will:

    • Be the escalation point for VIP customers as well as manage the upsell of products and management of all customers within your product group, including: Additional Providers, Additional Premises, Renewal of contracts, Upsell of third-party software
    • Answering day to day customer queries (phone (TalkDesk) and email (SalesForce) in a friendly and efficient manner
    • Create tickets for escalated issues within Salesforce - noting down all relevant details of the issue
    • Provide client resolution as courteously efficiently as possible
    • Triage customer tickets to correct ECL department if escalation is required
    • Perform other duties, as needed
    Qualifications:
    • Strong written and verbal communication skills in English
    • Exceptional client communication skills.
    • Experience in a multi-channel customer service call environment.
    • Experience in dealing with clients in difficult situations and maintaining the highest level of service in high-pressure situations
    • Good problem solving and critical thinking skills.


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