Customer Success Manager - Remote

Overview

PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 15 countries in Europe, Australia, North America and South America.

In Short

• Serve as the primary contact for technical requests between Product Development and Customer Service.
• Act as the liaison between Customer Service, Logistics, and the Warehouse, ensuring smooth operations.
• Prioritize orders for both Customer Service and Marketing to meet business needs.
• Be the contact person for installation partners.
• Handle second-level escalations with efficiency and professionalism.
• Process and handle refund requests promptly.
• Organize and lead weekly Customer Service meetings.
• Provide 1-on-1 support for challenging customer success cases.
• Conduct onboarding and product information training for new team members.
• Manage all payment disputes, ensuring they are resolved and customer satisfaction is achieved.

Requirements

• 2-3 years of experience in a similar role, demonstrating proficiency in customer success management
• Excellent communication and interpersonal skills in English
• Highly organized and structured with strong time management abilities
• Strong technical understanding with a solution-oriented mindset
• Proficient in complaint management and conflict resolution
• Exceptional customer service skills with the ability to build and maintain strong customer relationships
• Empathy and active listening skills to understand customer needs
• Analytical and problem-solving abilities to address customer issues effectively
• Proactive and self-motivated attitude with adaptability in a dynamic environment
• Proficiency with customer relationship management (CRM) software and familiarity with customer journey mapping
• Experience in account management, upselling, and product onboarding and training

Benefits

• International Collaboration: Work closely with global cross-functional teams, including sales, customer service, marketing, and product teams.
• Professional Development: Our company values continuous learning and development. You can expect support and resources to enhance your skills.
• Significant Impact: Your work will directly contribute to our brand's growth and visibility, making a tangible difference in our market presence and customers satisfaction.
• Dynamic Team: amazing colleagues who value and help each other grow!
• Comprehensive Vacation Policy: Start with 27 vacation days (excluding public bank holidays), with an additional day for each year of service, up to 30 vacation days.
• Hybrid Working: 80% on-site / 20% remote
• Team Events: Participate in regular team events that foster connection and fun.
• Free Snacks and Drinks: Stay energized with complimentary snacks and drinks available in the office.