Trames is an end to end supply chain orchestration technology company, headquartered out of Singapore. Our platform creates a streamlined and unified workflow for shippers and their logistics partners.
Key features on Trames include a blockchain enabled document repository, the ability to track granular shipping milestones enriched by independent data sources, as well as advanced analytics coupled with elements of artificial intelligence and machine learning to optimize decision making.
Job Purpose
The role of the Customer Success Specialist is to provide excellent service support to users of the Trames platform. The Customer Success Specialist is expected to be able to quickly identify user issues, resolving simple issues on the spot, and escalating the more challenging issues internally for fixes. Providing regular updates for follow up action and problem status is also part of the scope. The role will be critical in ensuring the company’s success across different clients and stakeholders.
A secondary but equally important function of the Customer Success Specialist is in the adaptation, uptake and deployment of RPA and OCR capabilities into the platform. These capabilities will be developed in conjunction with our Data Services team and will aim to improve the operational processes of the end users.
Skills Overview
Strong interpersonal skills are vital for this role. Suitable candidates should also have excellent written and verbal communication skills, possess the ability quickly adapt to various situations and have a penchant for problem solving. An interest in technology and learning is important.
Responsibilities
- Managing incoming calls, emails and text messages from clients
- Motivated and positive approach to solving customer problems
- Identifying and assessing client's need to ensure service excellence.
- Acknowledging and resolving customer complaints quickly
- Ability to pick up the necessary knowledge of the platform and operations quickly
- Communicating and coordinating with internal stakeholders, as necessary
- Passion for technology and for contributing to a fast-growing SaaS company
- Diplomacy, tact, and poise under pressure when working with customers
Qualifications
- 1-2 years of relevant experience in Customer Service
- Diploma / Degree in any field
- Good command of spoken and written English and Mandarin
- Adaptable, proactive, and possess a positive attitude and work ethics
- Proficiency in Microsoft Office suite
- Excellent written and verbal communication skills
Related Job Searches:
- Company:
Trames Pte Ltd - Designation:
Customer Success Associate - Profession:
Customer Service / Communications - Industry:
Logistics