**Job Title:** Customer Success Assistant
**Company:** Domtar
**Location:** Austin, Texas, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
---
### **Job Description:**
At Domtar, we pride ourselves on delivering exceptional customer experiences. We are currently searching for a dedicated and proactive **Customer Success Assistant** to join our dynamic team in Austin, Texas. This part-time position is perfect for someone who is enthusiastic about customer relations and committed to exceeding client expectations.
**Key Responsibilities:**
1. **Customer Relationship Management:**
- Serve as a primary point of contact for customer inquiries, concerns, and requests.
- Develop a thorough understanding of customer accounts and maintain updated records.
- Ensure timely and effective communication with customers through various channels (phone, email, chat).
2. **Issue Resolution:**
- Proactively identify, investigate, and resolve customer issues or complaints.
- Collaborate with cross-functional teams to address customer inquiries and provide solutions.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.
3. **Team Collaboration:**
- Work closely with Sales, Marketing, and other departments to enhance overall customer experience.
- Participate in team meetings to share customer feedback and contribute to process improvements.
4. **Customer Onboarding and Support:**
- Assist in the onboarding process of new customers, ensuring they understand product features and benefits.
- Provide ongoing support and training to customers, addressing any questions or challenges they may encounter.
5. **Data Management and Analysis:**
- Maintain accurate records of customer interactions, inquiries, and feedback in the Customer Relationship Management (CRM) system.
- Analyze customer feedback to identify trends and areas for improvement.
6. **Research and Development:**
- Conduct research on customer needs and market trends to improve service offerings.
- Help develop customer success resources and documentation to support customers effectively.
7. **Performance Tracking:**
- Monitor customer satisfaction and success metrics, reporting findings to management.
- Contribute to achieving departmental goals, including customer retention and satisfaction targets.
---
### **Requirements:**
**Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
- A minimum of 4 years of experience in customer service, account management, or a similar role.
**Skills:**
- Proficient in using CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).
- Exceptional verbal and written communication skills.
**Personality Traits:**
- **Resourceful:** Ability to think creatively and solve problems independently.
- **Adaptable:** Willingness to navigate and adjust to changing priorities and environments.
**Soft Skills:**
- Strong teamwork skills; ability to collaborate effectively with team members and other departments.
- Excellent research skills to gather and analyze information relevant to customer needs.
---
### **Benefits:**
- Remote work flexibility to promote work-life balance.
- Retirement plan to secure your future.
- Paid sick leave to support your health and well-being.
### **Working Environment:**
At Domtar, we are focused on exceeding customer expectations and delivering delight through our products and services. Join us in creating memorable experiences that foster loyalty and satisfaction among our customers.
### **Application Deadline:**
Please submit your application by **September 29, 2024**.
---
**Equal Opportunity Statement:**
Domtar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
