**Job Title:** Customer Success Officer - Work from Home
**Company:** American Electric Power
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
American Electric Power (AEP) is seeking a motivated and confident Customer Success Officer to join our team in Brisbane. This part-time, work-from-home position is pivotal to ensuring that our customers receive exceptional support and value from our products and services. You will play a crucial role in enhancing customer satisfaction and loyalty while promoting our innovative solutions.
**Key Responsibilities:**
1. **Customer Engagement:**
- Build and maintain strong relationships with customers to understand their needs, ensuring a high level of satisfaction.
- Conduct regular check-ins to assess customer health, identify potential issues, and facilitate proactive solutions.
2. **Onboarding & Training:**
- Guide new customers through the onboarding process, providing training and support to ensure they can effectively utilize our products and services.
- Develop and deliver educational materials, training sessions, and resources tailored to customer requirements.
3. **Problem Resolution:**
- Act as the primary point of contact for customer queries, complaints, and feedback, ensuring timely and effective resolution.
- Collaborate with internal teams to address customer issues and enhance overall service delivery.
4. **Performance Tracking & Reporting:**
- Monitor key performance indicators (KPIs) related to customer success and satisfaction.
- Prepare regular reports and insights on customer metrics, trends, and areas for improvement.
5. **Collaboration:**
- Work closely with sales, marketing, and product development teams to relay customer feedback and suggest improvements or new features.
- Participate in team meetings and share best practices to foster a collaborative working environment.
6. **Continuous Improvement:**
- Identify opportunities for process improvements to enhance the customer experience.
- Stay updated with industry trends and best practices in customer success to implement innovative strategies.
**Qualifications:**
- **Experience:** A minimum of 3 years of relevant experience in customer success, account management, or a related field.
- **Education:** Bachelor's degree in Business Administration, Communication, or a related discipline preferred but not mandatory.
- **Technical Skills:** Proficient in customer relationship management (CRM) software and other relevant tools.
**Personality Traits:**
- **Motivated:** Driven by the desire to achieve targets and provide excellence in customer service.
- **Confident:** Demonstrates confidence in communication and problem-solving abilities while interacting with customers and team members.
**Soft Skills:**
- **Planning:** Exceptional organizational skills to manage multiple customer accounts and prioritize tasks effectively.
- **Creativity:** Ability to think outside the box in developing tailored solutions for customers and enhancing engagement strategies.
**Benefits:**
- Competitive relocation allowance for candidates moving to Brisbane.
- Complimentary gym membership to promote a healthy work-life balance.
- Free accommodation support to assist with your living arrangements.
**Working Environment:**
At American Electric Power, we embrace creativity in a culture that values fresh ideas and inventive solutions. We believe that a diverse team fosters innovation, and we encourage all employees to bring their authentic selves to work.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
American Electric Power is an equal opportunity employer. We are committed to fostering an inclusive environment where all employees feel valued, respected, and empowered. We welcome applicants from diverse backgrounds and experiences to join our dynamic team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
