Customer Support Associate at Afriex

• You will be supporting customers globally. English fluency is required and fluency in an additional language is a plus!

Responsibilities

• Communicate with customers via phone, email, social media, and chat.
• Addressing customers in a professional, respectful, and friendly manner.
• Proactively reach out to churned users to get insights and feedback.
• Follow up with users who signed up and verified but didn't transact on the app.
• Provide knowledgeable answers to questions about the product, pricing, and availability.
• Follow up with management about issues that have not been resolved, and in some positions, provide tech support over the phone.
• Work with internal departments to resolve customers' concerns.
• Taking ownership of customer issues, following up on outstanding requests, and escalating issues when necessary.
• Engage with prospective clients on different online blogs, communities, or forums to gain traction.
• Optimize tooling in Support - Freshcaller Freshchat, FreshDesk, etc
• Data entry in various platforms.
• Other duties required.

Requirements

• At least 1 - 3 years of work experience in customer service.
• Background in marketing is a great plus!
• Can work on weekends. 8 hours per day.
• Excellent phone etiquette and excellent verbal and written communication skills (great grammar and spelling skills with high attention to detail).
• Ability to adapt and pivot quickly, reacting to changes in a constantly evolving organization.
• A people person. Someone who knows how to make others feel special. Going that extra mile for clients. It’s all about the little things.
• Must be smart and resourceful. Someone who can overcome a challenge by thinking outside of the box.
• Be open to embracing the entrepreneurial lifestyle.
• Have experience working in a fast-paced environment and in a Customer Support team
• Experience creating or working with online communities.
• Have comfort with using a variety of software technologies. The software we use includes Freshchat, FreshDesk, Aircall, Stripe, Slack, Connecteam, G-Suite, Google Drive, etc.
• Someone who has the drive and determination to do a variety of work, and absolutely crush it!