A-Players | Customer Support Representative

As a Customer Support Representative at our company, you will play a pivotal role in ensuring an exceptional customer experience. Your primary responsibility is to address customer inquiries, resolve issues, and provide support throughout the customer journey. Here's an overview of your key responsibilities:

• Customer Interaction:

  • Respond promptly and professionally to customer inquiries through various channels, including phone, email, chat, and social media.

  • Provide accurate and helpful information regarding products, services, and order-related queries.

• Issue Resolution:

  • Identify and resolve customer issues, concerns, and complaints with empathy and efficiency.

  • Collaborate with other teams to address complex customer problems and ensure timely resolution.

• Order Processing:

  • Assist customers with order placement, tracking, and updates.

  • Ensure seamless communication and coordination between customers and relevant departments to fulfill orders accurately.

• Product Knowledge:

  • Acquire and maintain a deep understanding of our products and services to provide accurate information and support to customers.

• Technical Support:

  • Provide basic technical support and troubleshooting assistance to customers experiencing difficulties with our products or services.

• Documentation:

  • Maintain detailed and accurate records of customer interactions, issues, and resolutions.

  • Use customer feedback to contribute to process improvements and product development.

• Policy Adherence:

  • Follow company policies and procedures to maintain consistency and quality in customer interactions.

  • Keep abreast of updates and changes in product offerings and policies.

• Feedback Collection:

  • Gather customer feedback on products, services, and overall satisfaction.

  • Communicate valuable insights to the relevant departments for continuous improvement.

• Cross-functional Collaboration:

  • Collaborate with other teams, including the sales and marketing teams, to share customer insights and improve overall customer experience.

• Proactive Communication:

  • Keep customers informed about updates, promotions, and relevant information.

  • Proactively reach out to customers to ensure their needs are met and expectations are exceeded.

• Excellent communication skills, both written and verbal.

• Strong problem-solving abilities and customer-focused mindset.

• Patience and empathy in dealing with customer inquiries and concerns.

• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Familiarity with customer support software and ticketing systems is a plus.

• Previous experience in customer support or a related field is advantageous.

Recruiting flow:

1. Initial interview with Talent Partner
2. Take home test assignment
3. In-depth interview with Hiring Manager
4. Final interview with our CEO (optional)
5. Offer
6. Reference check

Why Join Us?

• Impactful Work: By assisting mission-driven tech startups like Wix, Grammarly, and Mindvalley in hiring the best A-Players, you'll contribute to meaningful and fulfilling work.
• Close Collaboration with Founders: Direct interaction with founders offers a unique opportunity to learn from top entrepreneurs in the industry.
• Human-Centric Culture: We prioritise a supportive, friendly environment where team members care for and uplift each other.
• Reputable and Trusted Team: Our dedication to excellence in recruiting is reflected in the fact that all our clients come through referrals.