Customer Success Officer

Job description / Role

OVERVIEW
Position: Customer Success Officer Department Customer Experience
Reports to: Customer Success Manager Location Jordan
Role Purpose: Responsible for ensuring clients have a seamless and successful experience with services by building strong relationships, addressing needs proactively, and providing exceptional service.

KEY RESPONSIBILITIES, ACCOUNTABILITIES AND ACTIVITIES
General
• Assist new clients with the onboarding process and ensure effective platform use.
• Address inquiries and technical issues promptly, providing clear solutions.
• Regularly check in with customers to ensure satisfaction and resource availability.
• Educate clients on new features and updates, providing necessary resources and training.
• Develop strong relationships with clients, understanding and exceeding their unique needs.
• Gather client feedback to drive continuous improvement in products and services.
• Identify and escalate unresolved issues while ensuring customer support.
• Collaborate with internal teams to meet client needs and address challenges.
• Work to prevent churn and maintain high customer satisfaction and loyalty.
• Maintain accurate records of customer interactions and resolutions.
• Assist in testing new product features and collecting client feedback.

• Previous experience in customer success, client support, or a similar role, preferably in fintech, blockchain, or crypto.
• Strong written and verbal communication skills for explaining complex concepts.
• Customer-first mindset with a focus on proactive support.
• Strong problem-solving skills for efficient issue resolution.
• Ability to manage multiple relationships and prioritize tasks in a fast-paced environment.
• Basic understanding of blockchain and cryptocurrency is a plus.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Fluency in English is required; additional language skills are a plus.

Skills
• Ability to empathize with clients and tailor solutions to enhance their experience.
• Proactive in identifying issues and delivering effective solutions.
• Building trust and rapport through clear, professional communication.
• Adaptability to change customer needs and industry dynamics.
• Collaboration with cross-functional teams to meet customer needs.
• Deep understanding of products and services for effective client education.
• Attention to detail in tracking and resolving client issues.
• Ability to gather feedback and advocate for beneficial changes.

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties.

We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more.

Concentrating our resources has created 5 distinct specialist divisions:

• Banking & Finance
• Human Resources
• Oil & Gas
• Construction
• Architecture & Engineering