Customer Support Representative

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Support Representative (CSR). This role is not just about addressing inquiries; it's about laying the foundation for a promising career within our organization. As a CSR, you will play a pivotal role in ensuring exceptional customer experiences, setting the stage for potential advancement to Level II roles such as Account Management and Sales Specialist.

Position Overview:

As a CSR, you will focus on truly understanding our clients' needs, actively listening, and providing solutions proactively. We are not only looking for problem-solvers but trust-builders, ensuring that the company remains synonymous with unmatched user experience.

Job Responsibilities

• Efficiently navigate and respond across various communication platforms, including live chat, email, and phone.
• Initiate timely outreach to users, anticipating needs and offering solutions, ensuring they always feel heard and valued.
• Harness the ability to convey information with clarity, compassion, and understanding, bridging any distance between the company and its users.
• Quickly and accurately identify user challenges, drawing upon product knowledge and technical know-how to provide solutions.
• Engage seamlessly within the ecosystem, knowing when to operate autonomously and when to call upon team expertise.
• Continually update knowledge of our offerings, positioning yourself to address user inquiries with confidence and precision.
• Tackle any user concerns with grace and efficiency, ensuring outcomes that resonate with our commitment to service excellence.
• Familiarity or the ability to quickly adapt to prevalent help desk/ticketing solutions is an advantage, ensuring streamlined user interactions.
• Performs other related duties that may be assigned from time to time.

Job Requirements

• Prior experience working as a Customer Support Representative
• Fluent in spoken and written English to effectively communicate with customers.
• Strong customer service skills with a passion for delivering excellent customer experiences.
• Friendly and approachable demeanor to build positive relationships with clients.
• Strong problem-solving skills to address customer inquiries and resolve issues effectively.
• Proficiency in email communication to handle customer inquiries and provide necessary assistance.

Tech Stack

• Slack
• Google Suite:
  • Email: Integrated into our ticketing software.
  • Calendar: For scheduling and time management.
  • Meet: For video conferencing.
• Loom
• Aircall: VOIP system for internal and external calls.
• Zoho One Suite:
  • Zoho CRM
  • Zoho Desk: Ticketing software for customer queries and issues.
  • Zoho Sales IQ: Live chat support.
  • Zoho Books: Managing customer invoices.
  • Zoho Learn: Training platform.
• Guru
• Coda
• Dashlane
• Monday.com
• Lattice
• Bonus.ly

Why Join Us?

• Permanent work-from-home / remote set-up
• Outstanding career growth
• Leadership opportunities
• Competitive salary with financial incentives
• Passionate, energetic & innovative work culture
• Friendly team-driven environment
• Skills and experience development

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