As a CASAFARI CRM Support you are responsible for ensuring that customers are satisfied with the company's product CRM and are successfully using it to achieve their goals. You are responsible for a more specific area of clients, with a focus on providing high-quality technical support and driving customer satisfaction and success.
Responsibilities:
- Interact with customers using multiple platforms like live chat, calls, emails and tickets (reactive work) and provide technical support.
- Documenting customer issues and tracking progress towards resolution;
- Respond to day-to-day customers requests in a timely manner and efficiently, using the right information to support them;
- Develop a deep understanding of our product and industry to effectively communicate the value proposition to clients;
- Build and maintain strong relationships with customers;
- Gather feedback from customers to understand their satisfaction levels and identify areas for improvement;
- Analyse customer data to gain insights into their behaviour, needs, and preferences, which can be used to improve the customer experience and increase retention rates;
- Escalate situations and issues to Developers, when assistance is needed.
Competencies:
To excel in this role you should be an active listener, understand the pain points of our clients, build strong relationships
- 2+ years of experience in customer success/customer support (preferably B2B, SaaS and RE)
- Ability to understand technology for real estate professionals;
- Previous experience working with a ticketing system;
- Native Portuguese/Spanish & fluent English;
- Knows how to work with APIs;
- Knowledge of Feeds in various formats such as XML, JSON, and other structured file formats are a plus.
- Excellent communication, and interpersonal skills
- Strong analytical and problem-solving abilities
- Ability to work independently and as part of a team
- Ability to multitask, work and focus under pressure;
- Curiosity, strong growth mindset, ability to learn fast;
- Strong communication and interpersonal skills;
- Empathetic, desire to help and support clients.
- Passionate about new AI technologies.
- Comfortable working in a fast-paced, start-up environment;
- Proficiency with our tools like Hubspot, Ringover and others; great knowledge of Casafari CRM
Skills:
- Strong communication skills, excellent communicators, both written and verbal, as they need to effectively convey information and solutions to customers.
- A natural curiosity and interest in technology, with a willingness to learn and stay up-to-date with the latest trends and tools.
- Empathy to understand and empathise with customers' needs, concerns, and goals to build trust and rapport.
- Problem-solving to identify and solve problems for customers, whether it is through troubleshooting technical issues, sending template responses or offering creative solutions to meet their needs.
- Manage their time effectively to handle multiple customer requests and inquiries simultaneously.
- High level of attention to detail to ensure that customer issues are resolved accurately and efficiently.
- Strong customer orientation, with a focus on building relationships and driving customer satisfaction and success.
- Able to work collaboratively with other teams, such as sales and product development, to align goals and strategies for customer success.
- Technical skills: great knowledge of typical questions and concerns coming from customers; proactivity in resolving issues.
CASAFARI has offices in Portugal [Lisbon and Algarve], Germany [Berlin] and France [Paris].
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by the incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.
