We are creating a 24/7, proactive and more personalised customer support structure for our rapidly-increasing customer base. We are seeking an individual with excellent communication skills to join our Customer Success team.
What You Will Do
Manage large amounts of inbound and outbound calls in an efficient and timely manner
Chat with customers on Live Chat using provided Live Chat tools and set communication structure
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell product features when they arise
Build sustainable relationships and engage customers by going the extra mile
Keep track and records of all conversations in our call centre database in a comprehensible way
Utilize software, databases, communication strategies, and tools appropriately
Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Meet personal/team qualitative and quantitative performance goals
Stay up to date with technological advances and customer success tools to be used for support purposes.
Be responsible for making outbound calls to set customer interviews and gather survey data.
Come up with ideas and strategies that enhance performance
Performs other related duties and participates in special projects as assigned.
What You Should Have
Good background qualification in any Human Relations or Business Administration field
1-2 years experience in customer rep roles and a good knowledge of call centre professional processes.
Previous work experience with a Fintech company is an added advantage
Demonstrate excellent phone etiquette and understand the basic rules of chat interactions.
Candidates should be tech-savvy and familiar with basic PC utilities and fundamentals
Familiarity with Google Workspace tools i.e. Docs, Spreadsheet, Slide etc. is beneficial.
A good skill in using CRM software is an added advantage.
Ability to succeed in an environment that spans across several customer success representatives working 24 x 7 x 365 and collaborate effectively with them
A smart individual with exceptional verbal, written and oral communication skills
Problem-solving skills.
Incredibly ambitious with a desire to continue learning
Strong time management and decision making abilities
Ability to multitask, organize, and prioritize work.
Resourceful, independent, meticulous, strong analytical mind and eye for details
Friendly attitude, empathy and business acumen
Keen interest in product/service knowledge.
Good team-playing skills to relate with other departments and team members.
What we Offer
Fully remote opportunities under a flexible work environment
Competitive salary.
Paid time-offs including paternity leave
Access to relevant online courses/learning programs.
A close-knit team with a great passion for working collaboratively.
Gmail
Yahoomail