Job Description
Joomag culture thrives on open communication and the exchange of ideas. Our team members are identified not only by their high level of professionalism but also by passion and enthusiasm toward Changes. Getting results and being effective are crucial; we Dream Big and become smarter every day.
Our Customer Success Department has a significant impact on the success of the business, as it creates an image of Joomag and an impression in the eyes of our customers. That is why each team in the department (Customer Success, Customer Education) targets designing successful long-term relationships with our customers and putting their wishes at the center of operations.
Now we welcome a talented Customer Success Intern to be of service to the Enterprise CSM with daily activities such; as summarizing emails, writing follow-up emails, answering general inquiries of customers, doing research, etc.
Requirements
Performance objectives
1. The first objective is to assist the Customer Success Manager in building long-term relationships with our customers, improving their customer experience, driving new revenue opportunities, and ensuring success on the Joomag platform.
Typical tasks here include:
- Assist Enterprise Customer Success Managers in managing customer accounts and ensuring customer satisfaction
- Collaborate with Sales and Customer Support teams to identify and resolve customer issues and improve the customer experience
- Respond to customer inquiries, issues, and concerns via email amp; phone calls
- Manage and maintain customer data in our CRM system
- Assist with customer onboarding
- Participate in customer feedback collection and analysis to provide insights to the product team
- Support the customer success team in achieving key performance indicators.
2. The second objective is to Work Like a Team, Live Like a Family.
We spend a lot of time together. As a result, we’ve come to know each other as a family. We take care of our own, celebrate success, learn through failure, and respect each other regardless of our different viewpoints. So you need to:
- Demonstrate reliability: do your fair share to work hard, and meet milestones. Consistency is key.
- Cooperate: we achieved total synergy in our work, thus you are expected to figure out ways to work together with different teams (specifically sales and engineering), solve problems, and get common work done.
- Share openly and willingly: beyond discussions amp; meetings, everyone in Joomag feels comfortable talking with one another, sharing opinions, and accepting those from others. Thus it’s important for you to be willing to share knowledge, and experience taking the initiative to keep other team members informed and engaged.
Required Qualifications
- Close to native fluency in English besides just loving to talk in English, you have well-developed business speaking and writing skills. This is crucial (!) as we communicate and build sustainable relationships with English-spoken customers.
- Communication skills: to listen actively to CSM to understand customers' needs and concerns, and provide appropriate solutions and support
- Attention to detail: to manage customer data in the CRM system, which requires accuracy and attention to detail to ensure that the data is up-to-date, complete, and consistent. You will also be in charge of compiling reports and examining customer data to find patterns and insights, which calls for extreme care and attention to detail to guarantee the reliability and correctness of the data.
- Time management: to provide exceptional customer service assistance, resolve issues efficiently, plan and execute customer success initiatives, and prepare accurate reports and analyses.
- Willingness to learn and grow: take the initiative to seek out new learning opportunities and don't wait for someone to tell you what to do. Ask questions, seek feedback, and take on new challenges.
Benefits
Final notes:
- The working schedule is as follows: Monday to Friday, flexible.
- Duration: 3 months with possible employment offer.
- Joomag Armenia office is located on Saryan Street.
Why join Joomag?
- Joomag’s perks and benefits: http://www.joom.ag/info/benefits
- Startup Grind hosts Joomag CEO, Ruben Vardanyan: www.joom.ag/info/ruben-vardanyan
Hiring Stages
The full hiring cycle can take anywhere from 2-3 weeks to complete. You will receive feedback throughout the entire process so that you are always updated.
1. Testing: Lasts 30mins. At this stage, we aim to measure your English writing skills and customer orientation skillset. An online test is expected with case-based situational questions.
2. HR Interview | online: Lasts ~30 mins. You will meet with Joomag’s Recruitment Specialist - Ashkhen Hovhannisyan. We will introduce the company, share insights about the role, and review your career goals amp; plans. Knowledge amp; experience-based questions will be asked in order to assess your professional amp; personal skills.
3. Professional interview: Lasts ~30 mins. You will be invited to the second interview with our Customer Success Team Lead - Lusine Khachatryan. During the interview, you’ll dig deeper into a Customer Success job profile at Joomag, review your skillset amp; discuss several professional topics
4. Product training: You will be contacted and invited to participate in product training which is divided into three stages: 1) the initial Joomag product training session 2) exam day. After clearing the HR interview, you will be given additional information.
