Job Description

We are seeking a proactive and customer-focused Customer Success Officer to drive user satisfaction, service excellence, and client retention on the Call2Fix platform.

The ideal candidate will serve as the primary point of contact for customers, ensuring service requests are handled efficiently, artisans are properly coordinated, and users have a smooth and satisfactory experience from request to completion.

Key Responsibilities:

• Manage incoming service requests via the Call2Fix app, phone, and other channels.
• Ensure timely assignment and coordination of verified artisans.
• Monitor service delivery to ensure quality, timeliness, and customer satisfaction.
• Follow up with customers after service completion to gather feedback and resolve concerns.
• Escalate complex technical or operational issues appropriately.
• Maintain accurate records of customer interactions and service outcomes.
• Drive customer retention through proactive engagement and relationship management.
• Support dispute resolution between customers and service providers.
• Collaborate with operations and technical teams to improve service processes.
• Identify recurring service issues and recommend improvement strategies.

Qualifications:

• First degree in any related field
• Minimum of 2-4 years’ experience in customer service, customer success, or operations (preferably in a service-based company).
• Strong communication and interpersonal skills.
• Ability to manage multiple service requests simultaneously.
• Good problem-solving and conflict-resolution skills.
• Proficiency in Microsoft Office and CRM or service management tools.