As a Customer Support Representative, you will be the first point of contact for our valued customers. Your role will involve providing top-notch assistance and resolving inquiries with the highest level of professionalism. You will handle a variety of customer interactions, including emails, and live chats, ensuring each customer's concerns are addressed efficiently and satisfactorily.
Responsibilities:
- Respond to customer inquiries and requests promptly and courteously, maintaining a positive and helpful attitude at all times.
- Perform customer KYC (Know Your Customer) checks upon Clients registration.
- Provide accurate information and assistance regarding our products and services, effectively resolving customer concerns.
- Assist customers in navigating our platform, troubleshooting issues, and guiding them through various processes.
- Document all customer interactions and maintain comprehensive records in our CRM system.
- Collaborate with team members and other departments to escalate and resolve complex issues.
- Identify recurring customer issues and proactively work to improve our support processes.
- Follow up with customers to ensure their issues are fully resolved and gather feedback on their support experience.
- Stay up to date with product knowledge and updates to provide the most accurate and relevant information to customers.
Requirements:
- Previous experience in a customer support role or a similar customer-facing position is preferred.
- Excellent communication skills, both written and verbal, with a strong command of the English language is mandatory.
- Empathy and the ability to actively listen to customer concerns, demonstrating genuine care and understanding.
- Quick problem-solving skills and the ability to think on your feet in high-pressure situations.
- Proficiency in using CRM software or customer support tools is an advantage.
- Flexibility to work on rotating shifts, including day and swing shifts, as required.
- A team player with a positive attitude and willingness to collaborate with colleagues.
- A high school diploma or equivalent qualification is required; additional education or relevant certifications are a plus.
Working Schedule:
This position operates on a shift basis, either during the day shift or swing shift:
- The day shift typically runs from 09:00 to 18:00.
- The swing shift runs from 18:00 to 03:00 (the following day).
The specific shift schedule will be communicated during the interview process.
