Customer Success Officer

il y a 4 jours

Capellen, Luxembourg LuxTrust Temps plein

**Missions**:

- **Support**
- Act to make customers successful by providing them with training, coaching and support
- Serve as day-to-day contact for assigned accounts
- Review customer complaints and concerns and respond in a timely manner to them
- Find solutions for problems reported by customers, either directly or with support of other technical teams
- Deploy items for the customers (tenants, service centers etc.)
- **Incident/Problem management**
- Document processes and procedures in the context of incident/problem management
- For simple incidents, write and communicate incident reports to customers
- For complex incidents, oversee the incident report processes with other teams and communicate incident reports to customer
- Find with other teams ground solutions to recurring causes of incidents
- Keep records of customer interactions, transactions, comments, and complaints
- **Communication**
- Organize regular follow-up meetings with customers
- Produce reporting for customers and internally on a regular basis
- Mediate between clients and the organization

**Required skills**:

- **Education & Background**:

- Bac+3 in computer sciences or equivalent with experience in computer sciences
- Experienced into customer’s support duties
- Technical background in integration projects and or cloud computing
- Fluency in French and English, both oral and written
- **Specific profile**:

- Very good customer relations skills: always being concerned about customer satisfaction, having a positive and professional attitude toward customers at all times and building sustainable relationships and trust through open and interactive communication
- Good interpersonal skills: be able to read customers, understand their needs
- Strong communication skills
- Strong problem-solving skills and attitude
- Collaborative team spirit
- Strong knowledge of our solutions (with training)
- Strong knowledge and experience in the following areas:

- Incident/Problem management
- Ticketing systems
- Customer satisfaction
- Knowledge in the technical area is an advantage: OS, cloud, networks

**Permanent contract based in Capellen - Luxembourg. **In addition to a competitive salary, in accordance with your education and experience, we offer other benefits including an employee benefit plan.

Please note that in order to comply with our regulatory requirements **an extract of the criminal record** is requested upon entry into service.

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