Customer Support Manager at Getpayed Technology Solutions Ltd

Job Summary 

• To provide support and assistance to customers who experience challenges with any of our products, to ensure satisfaction & seamless use of the products by addressing customer inquiries, concerns, and complaints via email, chat and phone call, executing insightful solutions to improve customer lifetime value for business profitability. 

Duties & Responsibilities 

Responding to customer inquiries: 

• Respond to customer inquiries via phone, email, chat, or any other channel. 
• Have first-hand knowledge of the products and be able to answer basic questions related to the product, its features, and how to use it effectively. 
• Resolving customer issues: 
• Analyze issues critically to be able to proffer the best resolution to customers. Resolve customer issues or complaints related to the product bearing in mind the stipulated TAT for resolutions across the different categories of issues. 
• Troubleshoot technical issues, helping customers use the product more effectively, or addressing any product defects or quality issues. 
• Providing technical support: 
• Help customers download, install, and configure the product, troubleshooting basic technical issues, and providing guidance on how to use the product. 

Documentation 

• Develop process documents & issue resolution templates for effective management of issues. 
• Document all customer interactions and keep accurate records of customer inquiries, issues, and complaints. 
• Use data & information gathered above to identify trends, improve the product, or enhance the customer experience. 
• Customer Relationship Management: 
• Use CRM tools to Manage, monitor and track customers throughout their life cycle. 
• Lead, monitor, report and provide analytics on customer issue trends. 
• Provide customer satisfaction within the product and company at large striving to exceed customer expectations and go above and beyond to provide exceptional customer service. 

Job Requirements 

• 3-5 years of direct, growth-focused experience in customer service, on SaaS and Fintech Products. 
• Experience using CRM systems and other customer service software. 
• Training and experience in conflict resolution and problem-solving. 
• Familiarity with basic computer applications