Customer Support Executive at Smash Group

Customer Support Executives assist customers with technical problems when using the company's products and services. Their responsibilities include resolving customers' queries, recommending solutions and guiding product users through features and functionalities.

Our ideal candidate must be an excellent communicator who’s able to earn our clients’ trust. He/She must also be familiar with help desk software. Ultimately, he/she will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

RESPONSIBILITIES

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product and services' malfunctions
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

REQUIREMENTS

• Degree in Communication, Management or any other related course
• 1-3 years experience in similar role. Experience in an investment company is an added advantage
• Track record of over- achieving quota
• Strong phone contact handling and active listening skills
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond well to the various kinds and types of customers
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively