Summary:
We are looking for a customer-focused and proactive individual to join our team as a C-level Executive Support Representative. In this role, you will be responsible for providing technical and product support to our customers via multiple channels, including email, chat, WhatsApp, and phone. You will work closely with internal and external teams to ensure timely resolution of customer inquiries and follow up with frustrated customers to understand root causes. Additionally, you will report customer feedback to create a feedback loop and compile weekly reports to share customer insights.
Job Details:
- Hybrid Setup
- Flexible Work Schedule: Work a five-day week, which may include weekends and public holidays on a rotational basis to ensure seamless customer support. Hybrid working environment with up to 5 days a week presence at office.
- Flexible Work Schedule: Work a five-day week, which may include weekends and public holidays on a rotational basis to ensure seamless customer support. Hybrid working environment with up to 5 days a week presence at office.
- Shifting Schedule | 5-day work week | Shifts can include weekends on a rotational basis.
- Possible Shifts: (You need to be flexible with any of the shifts below)
9 AM to 6 PM
1 PM to 10 PM
4 PM to 1 AM
1 AM to 10 AM
Key Responsibilities:
- Handling inbound customer queries and providing technical and product support through various channels (email, chat, WhatsApp, phone)
- Liaising with internal and external teams to drive customer resolution.
- Reporting customer inquiries to create a feedback loop (including bug reports, product feature requests, and process improvement suggestions)
- Following up with frustrated customers to understand root causes and identify potential solutions
- Compiling weekly reports to share customer insights with the team
- Championing a specific topic within the team, such as communication, learning and development, or training
Qualifications & Skills:
- Minimum of 2 years' experience in a customer-facing role, preferably with experience in preferably in a tech-driven or financial services environment, customer success
- Interpersonal & Communication Skills:
- Excellent verbal and written communication skills to engage effectively with customers across various communication channels.
- Strong active listening skills to understand concerns and provide appropriate solutions.
- Strong communication skills and the ability to build relationships with C-level executives
- Positive attitude and a desire to contribute to the success of a fast-growing startup
- Excellent interpersonal skills and the ability to work well under pressure
- Good time management skills and the ability to prioritize tasks effectively
- Attention to detail
- Critical Thinking
- A typing speed of at least 30 words per minute to ensure quick and efficient customer response times.