Job Summary:
The ideal candidate will be responsible for providing top-notch customer support to our users. With a passion for problem-solving and a knack for communication, you will be the face of Recooty's customer service team.
Key Responsibilities
* Respond to Customer Inquiries
o Timely and accurate responses via phone, email, or chat
* Identify Customer Needs
o Help customers navigate our platform and utilize specific features
* Analyze Product Issues
o Report product malfunctions by testing different scenarios or impersonating users
* Update Internal Databases
o Accurate record-keeping of technical issues and customer discussions
* Monitor Social Media
o Address customer complaints on social media platforms
* Share Knowledge
o Feature requests and effective workarounds with team members
* Customer Onboarding
o Inform customers about new features and functionalities
* Foster Relationships
o Follow up with customers to ensure issue resolution
* Feedback Loop
o Gather customer feedback and share with relevant teams
* Mentorship
o Assist in training junior Customer Support Representatives
Required Skills
* Customer Support Experience
o Prior experience as a Customer Support Specialist or similar role
* Technical Acumen
o Familiarity with our industry is a plus
* Technical Tools
o Proficiency in help desk software and remote support tools
* Cross-Functional Understanding
o Understanding of CRM systems
* Soft Skills
o Excellent communication and problem-solving skills
o Multi-tasking abilities
o Patience when handling challenging cases
* Education
o Bachelor's degree in Information Technology or relevant field