We are seeking an experienced Customer Support Agent to join our team.
About the Role
This is a customer-facing role where you will be responsible for providing prompt and accurate support to end-user customers through various communication channels, including email, chat, phone, and service management platforms.
* You will acknowledge and resolve customer requests according to priority set and within defined service level agreements.
* You will follow standard operating procedures, utilizing knowledge base articles and internal documentation to resolve requests.
* You will support end-user customers with transaction issues, technical problems, and handling both online and offline refund processing.
* You will provide professional, courteous, and efficient service, exceeding customer expectations.
* You will escalate advanced or ad-hoc requests to your manager.
Key Responsibilities:
Customer Support
* Assist end-user customers with inquiries and issues.
* Promptly respond to customer requests and resolve them in a timely manner.
* Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
Technical Skills
* Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
* Working knowledge of websites, web applications, and mobile applications, including APIs is a plus.
Qualifications
* Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
* Excellent critical thinking and analytical skills, enabling effective problem-solving and decision-making.
* Strong verbal and written communication skills in English, with a customer-centric approach.
* Ability to thrive under pressure while maintaining professionalism.
* Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment.
* Self-motivation, initiative, and accountability in handling responsibilities and tasks.
* Effective collaboration skills, both in individual and team-oriented settings, with active participation.
The ideal candidate for this role has a minimum of 2 years' experience in customer or client facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently.