Customer Success Officer

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for a new Customer Success Executive.

Job purpose:

The purpose of this role is to act as the owner of the customer experience within Geidea’s sales function is the UAE. A Customer Success Executive is in charge of the customer success journey from start to finish.

Key accountabilities and decision ownership:

• Work as an advocate for Geidea through educating customers on products and ensuring full understanding of customer journey and processes
• Analyse and resolve customers’ issues and try to retain them through closing the tickets submitted through different channels properly. These channels include:
• Leavers’ Report on EPOS
• NPS Report
• Call back customers referred via customer service team through complain tickets
• Lists provided through adhoc projects in place to gain customers’ feedback
• Retain inactive clients after installation and convert potential customers to active customers before installation (in case they complete the paperwork then reject the service)
• Collaborate with other departments to set a unified tone of voice across Geidea by creating scripts, SMS content, providing training sessions, etc…
• Manage face to face complaints in Geidea’s premises
• Upsell and cross-sell products according to customers’ needs.
• Process waiving cancellation fees according to Geidea’s internal rules, when applicable
• Participate in setting up customer experience standards for new projects
  
  
  

Must have technical / professional qualifications:

• 2-3 years’ experience as customer service or customer success is preferred
• Banking or Fin-tech experience is preferred
  
  
  

Key Success Factors:

• % of conversion:
• 20% in cancellation cases
• 10% of clients who refused installation after completing paperwork
• Send different VOC surveys, follow up, validate and respond within SLA established for each phase
• Handle complaint tickets within SLA
• Report on issue\complaint’s types
• 99% success rate for incident communication management
• Keep track of:
• Incidents list
• Customers’ list
  
  
  

Geidea’s Values:

• Customer first
• Open
• Real
• Bold
• Resilient
• Collaborative
  
  
  

Our values guide how we think and act - They describe what we care about the most

Customer first - It’s embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team

We are changing lives by constantly striving for a better solution

• Click apply below and become part of the Geidea story