Customer Success Officer

il y a 17 heures

Capellen, Luxembourg LuxTrust Temps plein

**Missions**:

- 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

**Incident/Problem management**:

- Oversee or take responsibility for writing incident reports where appropriate and communicate them to the customers
- Find ground solutions to recurring causes of incidents
- Keeping records of customer interactions, transactions, comments, and complaints

**Communication**:

- Organise 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 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. She/he will always be concerned about customer satisfaction. She/he will have a positive and professional attitude toward customers at all times and build 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

**Training**:

- Ticketing systems (JIRA or other)
- Customer support best practices
- ITIL incident and problem management
- COSI/IDKEEP both functional and technical

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

**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.

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