Customer Success Manager

Western Cape, South Africa

Job Description

The OpportunityAre you good with people?Do you care more than most?Are you looking for a new challenge?Interested in joining a local market-leader involved in one of the fastest growing and exciting global industries?About Oil ScienceOil Science is a leading supplier of premium CBD (cannabidiol) products in South Africa. Our products are 100% natural, lab tested, GMP certified, THC free, vegan-friendly and 100% legal.About the RoleAt Oil Science, we put the customer at the centre of everything we do, and we see this as a key differentiator for our business.In your role as Customer Success Manager, you will be the critical intersection between our products and our customers, ensuring that all our customers feel that they are supported throughout their customer journey (pre, during and post).Key responsibilities would include, amongst others:

  • Understand all products inside and out so that you can answer questions.
  • Understanding our website back end so orders can be managed effectively
  • Manage all touchpoints that Oil Science customers use to get in contact with us.
  • Contact Us, Assistance, Feedback and Reseller forms
  • TAWK chat feature
  • Telephone numbers
  • Social media channels: Facebook and Instagram
  • Follow up with all new customers to gain insights and ensure satisfaction
  • Maintain customer information in the relevant CRM tool.
  • Manage the outbound call strategy
  • Manage coupon codes to maintain customers.
  • Personalise customer communication where possible.
  • Help build customer advocacy and repeat purchases.
  • Constantly improve our client experience, retain customers and build customer loyalty.
  • Resolution of client complaints and/or escalations
  • Responsible to work with MD to design/develop manual highlighting protocol for themselves and team to follow.
Job Requirements
  • 2 - 3 years' experience within a customer success & support environment
  • A relevant tertiary qualification or training in CRM.
  • An interest in Natural health
  • Skilled in Selling
  • Management skills to manage a junior team of customer care consultants
  • Training skills to transfer to junior team members.
  • Proficient in MS office and Google Suite
What We're Looking For:
  • Highly passionate about your work.
  • Energetic
  • An optimistic and positive outlook.
  • A strong attention to detail.
  • Organised and independent.
  • Great with people.
  • A passion for helping people and ensuring satisfaction.
  • Someone that will champion the cause of our customers.
  • Speak fluently and project credibility.
  • Write well and have good grammar.
  • Understanding of Afrikaans is advantageous
  • A great team-player.
  • Problem-solver
  • Proven track record of success in Customer relations.
If this is opportunity excites you, please click APPLY NOW, and include a COVER LETTER telling us why YOUare the perfect person to join our dynamic team!Job Type: Full-timeSalary: R15,000.00 to R20,000.00 /month

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Job Detail

  • Job Id
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  • Job Type:
    Full Time
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    Not mentioned
  • Employment Status
  • Job Location
    Western Cape, South Africa
  • Education
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