Customer Success Executive

Gumtree.com

Jul 20, 2023

Applications are closed

Job
Full-time
Entry Level
Customer Relations
Sales & Business Development
London

Requirements

We’re looking for an empathetic, patient, customer focused, commercially minded individual with strong technical abilities who displays the following attributes
Driven and highly motivated to ensure customer loyalty and satisfaction
A passion for speaking to new people and building relationships
A proactive approach
Great communication skills – Excellent written and spoken communication
A solution orientated approach to problems
A highly organised approach to your work
A customer first approach

Responsibilities

A Customer Success Executive will be a supportive partner for our customers at every stage of the buying process. Focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer queries, and helping the sales team with upsells and renewals.
Adopting a customer first strategy, the customer success team own end to end management of customer queries and complaints and provide product performance and best practices to our car dealers.
Your key responsibilities will include:
Developing customer relationships to promote growth and retention, delivering outstanding customer service.
Send and follow up on insights, news- letters etc. Including product updates, and facilitate training for existing customers.
Champion and promote the brand and products in an effective manner
Educate dealers on performance to reinforce value
Work closely with customers to ensure customer satisfaction, utilisation of product and timely resolution on queries.
Case management. Work with internal departments to fix technical queries. Keep the customer informed of progress and completion, always ensuring customer satisfaction.
In depth knowledge of all internal administrative and operational systems and processes
Well-informed of industry insights and competitors
First line support for multichannel contact, inbound emails and calls, outbound calls and sales leads in line with internal SLA’s and KPI’s
Support with ad hoc projects where necessary
Support sales by identifying commercial opportunities and threats
Be the voice of the customer, feedback internally customer sentiment

Gumtree.com

We Help Make Good Finds Happen

Technology

Industry

51-200

Employees

2000

Founded Year

Mission & Purpose

At Gumtree, we’re proud to have spent the last 20 years helping to make ‘Good Finds’ happen for millions of people across the UK. From motors to sofas, records to roommates, connecting people to what they need, when they need is what a Good Find is all about - even if that does sometimes mean the occasional advert with a typo in a headline or a thumb over the camera lens. Over the years we’ve helped start next chapters, supported communities and small businesses and encouraged people to embrace a culture of re-commerce, where we waste less, share more and help each other out in small ways. With over 1.8m ads live on the platform at any time, it’s probably no surprise that we believe that everything can find new purpose, and we’re on a mission to make buying and selling second hand simpler, safer and more enjoyable for every single one of our 11m monthly users. With a team of 185 people working from our Richmond riverside office (plus a few more working for our sister brand Motors.co.uk in Abingdon, Oxfordshire). We’re a diverse bunch of super friendly and talented individuals, always on the lookout for our next ‘Good Find”; talent who want to join our community and drive the re-commerce revolution, open up opportunities for our users and help people find what they’re looking for. If you’re motivated and full of ideas for how you could help make more Good Finds happen on Gumtree then we’d love to hear from you!