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Kasha is a global platform designed to empower small business owners, solopreneurs, and freelancers by providing an all-in-one tool to start, run, and grow their businesses. We address the inefficiencies of fragmented tools and multiple subscriptions by offering a seamless solution that integrates company formation, banking, invoicing, client management, website building, and so much more.
Role Overview
As a Customer Service Agent, you will be responsible for delivering top-tier support to our customers across multiple channels, including email, chat, and phone. You will assist users with account issues, product navigation, and general inquiries, always maintaining a friendly and professional approach. Your goal is to enhance the customer experience by resolving concerns efficiently and proactively.
Key Responsibilities
* Respond promptly and professionally to customer inquiries via email, chat, and phone.
* Troubleshoot product-related issues and escalate complex cases to the technical team.
* Guide customers through product features, onboarding, and best practices.
* Maintain accurate and detailed records of customer interactions in the CRM system.
* Escalate complex issues to the appropriate team while ensuring timely follow-ups.
* Identify common customer pain points and provide feedback to improve products and processes.
* Uphold company policies and ensure compliance with security and financial regulations.
* Monitor and prioritize customer tickets based on urgency and business impact.
* Collaborate with internal teams (Product, Engineering, Sales) to resolve customer issues.
* Assist with customer education initiatives, such as FAQs and knowledge base updates.
* Ensure compliance with data security and financial regulations.
What We’re Looking For
️ Experience: 3+ years in customer service, preferably in a SaaS or fintech environment.
️ Customer-Centric Mindset: Passion for helping customers and delivering great experiences.
️ Excellent Communication Skills: Strong verbal and written skills with a professional tone.
️ Problem-Solving Ability: Ability to think critically and resolve customer concerns effectively.
️ Attention to Detail: Ability to document interactions accurately and follow procedures.
️ Adaptability: Comfortable working in a fast-paced, evolving industry.
️ Tech-Savvy: Ability to quickly learn and navigate customer support tools and software.
Nice-to-Have Skills
* Experience with customer service platforms (Zendesk, Intercom, Freshdesk, etc.).
* Understanding of fintech products, digital payments, or financial regulations.
* Multilingual skills for supporting global customers.
What We Offer:
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* A dynamic and collaborative work environment.
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