Customer Success Representative

About the role

As a Customer Success Representative (CSR) for the Southern Hemisphere, you will be the primary point of contact for small fleet business customers in Australia and New Zealand. You will manage bronze‑level accounts, drive retention and growth, and ensure a best‑in‑class customer experience.

Key responsibilities

• Own the customer lifecycle for assigned small fleet accounts, focusing on retention, renewals, and satisfaction.
• Proactively engage customers to understand needs, promote product adoption, and identify upsell opportunities.
• Maintain accurate customer records and interactions in CRM systems (Salesforce, SAP).
• Handle high volumes of queries via phone, email, and chat, ensuring timely and professional resolution.
• Resolve routine and moderately complex issues independently and escalate complex cases to senior team members or other departments.
• Collaborate with cross‑functional teams to improve service delivery and meet SLA targets.
• Participate in team meetings, training, and knowledge‑sharing initiatives.

Required profile

• 1‑2 years of experience in customer service, customer success, or account management, preferably B2B or technical.
• Strong interpersonal and communication skills with a professional telephone manner.
• Ability to multitask and work effectively under pressure.
• Willingness to work required shift hours (e.g., 6:00 am – 3:00 pm local time).

Required skills

• Salesforce
• SAP
• Microsoft Office applications