Customer Support Associate
1 month ago
- You will be supporting customers globally. English fluency is required and fluency in an additional language is a plus
Responsibilities
- Communicate with customers via phone, email, social media, and chat.
- Addressing customers in a professional, respectful, and friendly manner.
- Proactively reach out to churned users to get insights and feedback.
- Follow up with users who signed up and verified but didn't transact on the app.
- Provide knowledgeable answers to questions about the product, pricing, and availability.
- Follow up with management about issues that have not been resolved, and in some positions, provide tech support over the phone.
- Work with internal departments to resolve customers' concerns.
- Taking ownership of customer issues, following up on outstanding requests, and escalating issues when necessary.
- Engage with prospective clients on different online blogs, communities, or forums to gain traction.
- Optimize tooling in Support - Freshcaller Freshchat, FreshDesk, etc
- Data entry in various platforms.
- Other duties required.
Requirements
- At least 1 - 3 years of work experience in customer service.
- Background in marketing is a great plus
- Can work on weekends. 8 hours per day.
- Excellent phone etiquette and excellent verbal and written communication skills great grammar and spelling skills with high attention to detail.
- Ability to adapt and pivot quickly, reacting to changes in a constantly evolving organization.
- A people person. Someone who knows how to make others feel special. Going that extra mile for clients. It’s all about the little things.
- Must be smart and resourceful. Someone who can overcome a challenge by thinking outside of the box.
- Be open to embracing the entrepreneurial lifestyle.
- Have experience working in a fast-paced environment and in a Customer Support team
- Experience creating or working with online communities.
- Have comfort with using a variety of software technologies. The software we use includes Freshchat, FreshDesk, Aircall, Stripe, Slack, Connecteam, G-Suite, Google Drive, etc.
- Someone who has the drive and determination to do a variety of work, and absolutely crush it
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