As a Customer Support Agent, primary responsibility will be to engage with customers across various channels, including email, chat, and social media. They will leverage in-depth knowledge of our products and services to resolve complex inquiries and issues while also mentoring junior team members.
The role will be pivotal in maintaining a feedback loop between customers and our internal teams, helping us improve our offerings and customer support processes. They will maintain detailed records of customer interactions and consistently meet or exceed key performance indicators (KPIs).
- Customer Engagement: Interact with customers via various channels ( email, chat, social media) to resolve inquiries, troubleshoot issues, and provide exceptional support.
- Problem Resolution: Utilize your deep knowledge of our products/services to resolve complex customer issues and escalate when necessary.
- Mentorship: Assist in the training and mentoring of junior customer support agents, sharing best practices, and helping them develop their skills.
- Feedback Loop: Act as a bridge between customers and the internal teams, providing valuable feedback to improve products/services and processes.
- Documentation: Maintain thorough and accurate records of customer interactions and solutions provided.
- Performance Metrics: Meet and exceed customer service KPIs, such as response time, resolution time, and customer satisfaction ratings.
- Continuous Improvement: Collaborate with the team to identify opportunities for process improvement and actively contribute to enhancing the customer support experience.
- Experience: A minimum of 2 years in customer support, with a proven track record of handling challenging customer inquiries.
- Communication Skills: Exceptional verbal and written communication skills. Multilingual skills, such as English mandatory needed
- Leadership Skills: Ability to mentor and guide junior team members.
- Technical Proficiency: Familiarity with customer support software and tools. Zendesk and Intercom will be a plus
- Empathy: A strong ability to empathize with customers and resolve their concerns effectively.
- Adaptability: Willingness to work in a fast-paced, ever-changing environment.
- Cultural Fit: A passion for delivering outstanding customer experiences, aligning with our company’s values.
- 24 Paid Vacation Days and Additional Days Off
- Paid Sick Leaves
- Learning & Development
- English Classes
- Comfortable Office Location
- Office Wellbeing
- Team Building
- Travel: Business Trips to UK
- Gifts: New Year Gift, Birthday Gift, Welcome Box for New Starters
- Career Path and Mentorship Program
- Parental Leave: Maternity and Paternity Leave
- Referral Program: Active Program with Great Bonuses
- Relocation Support
- Performance Review and Bonus
- Medical Insurance and Sport Activities Compensation