Thusa Annarajah

As Client Success Specialist your role is to increase engagement across our portfolio of clients by driving product adoption and maxing return on investment. Success is defined as increased renewal rates and high percentage of referenceable customers.

Provide Support, procedural advice and status updates to the account management team relating to requested domains. Liaise with internal and external shareholders in order to meet registry documentary requirements. Provide advice and support to clients regarding domain name procedures legislations. Ensure and accurate log/records is kept of all processes and their progress. Working on GSAP and GRP household/internal system.

Working with internal system to ensure customer domain management orders are processed GSAP and GRP. Working through the different areas of the In-Life-Changes team, Gsap orders, client email, Renewals. Process customer orders. Training New starter. Manage key customer projects.

Support the daily customer service department and Management (4 Service Teams for Sweden, Austria, Netherlands & Denmark). Support and manage the performance of Customer Service Agents within a multilingual Customer Service department, servicing customers in 4 European countries.

Support Austrian customer with inbound calls and email queries on a day to da basis, operation 7 days a week between 8am to 8pm. Answered a high volume of calls within a highly pressurized target driven environment. Resolved an average of 90 calls and 30 emails inquiries daily and consistently met performance becnhmarks in all areas.

Key Modules : Spanish, Philosophy, Business English, Economic Maths, German, Geography, History, IT, PE and Art.