Customer Service Associate

COMPANY BACKGROUND

Embarking on a transformative journey, Aboveo, the trailblazer in C-store solutions, with headquarters in Atlanta, Georgia now emerges as Most Edge, a beacon of innovation and excellence in the retail landscape. Since our inception in 2012, we have been pioneers, shaping the future of the industry with innovative technology and unwavering commitment to our customers. Today, as Most Edge, we unite our diverse array of solutions under one powerful brand, symbolizing our dedication to simplifying and enhancing every facet of retail management. Our evolution into a global powerhouse reflects our relentless pursuit of efficiency and effectiveness, spanning across three continents to empower businesses worldwide. At Most Edge, we are not just about transactions; we are guardians of trust, ensuring the security and integrity of every interaction. Join us on this exhilarating journey as we redefine what is possible, shaping the future of retail and inspiring excellence in all we do.

What Are We Looking For:

You will thrive in Aboveo if you have:

• Values of customer first, service excellence, keeping it simple, teamwork, urgency.
• Role model of lead by example, detail oriented and performance centric.
• Student of the market and is in tune with what is happening around them.
• Passion for doing something amazing and let others achieve the same.
• Commitment to making something happen and inspiring others.
• Ability to learn fast and recognize there is an invisible line between success and short comings.
• Mindset of not giving up...help team completing things today vs. tomorrow.
• Drive and excitement for working in a demanding environment.
• The desire to work collaboratively with a tight knit but quickly growing team.
• Flexibility, humility, and a sense of humour

THE OPPORTUNITY

At Aboveo, our company culture is more than a mission statement, a brand, or a sleek building renowned for our 24x7 customer service and our commitment to service excellence. We are committed to delivering exceptional support and innovative solutions that help our clients succeed.

As a Customer Service Associate, we are seeking an experienced and multilingual Customer Service Representative to join our team. The successful candidate will be fluent in English, Gujarati, and Hindi and have a strong background in business process outsourcing (BPO) and technology product customer care. This role will involve providing exceptional support to our c-store clients, resolving complex issues, and ensuring customer satisfaction. A successful candidate will also thrive in and help lead fast-paced environments that encourage and reward innovative ways to deliver exponential growth. And of course, a demonstrated passion for Aboveo leadership principles doesnt hurt!

KEY RESPONSIBILITIES:

• Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.
• Utilize language skills (English, Gujarati, and Hindi) to communicate effectively with a diverse customer base.
• Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
• Escalate critical issues to higher-level support teams and ensure a seamless resolution process.
• Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.
• Monitor and manage customer service tickets, ensuring timely follow-up and resolution.
• Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.
• Mentor and assist other customer service representatives, providing guidance and support as needed.
• Continuously update knowledge of company products and services to provide accurate information and support.
• Participate in training sessions and workshops to improve customer service skills and technical knowledge.
• Contribute to the development and improvement of customer service processes and resources.

EDUCATION, QUALIFICATIONS, & EXPERIENCE

• Diploma or equivalent experience; a degree in a related field is a plus.
• Proven experience in a customer service or technical support role, preferably in the technology or BPO industry.
• Fluency in English, Gujarati/Telugu, and Hindi is mandatory.
• Strong technical aptitude with the ability to learn and understand POS systems and back-office solutions.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Exceptional problem-solving skills and a proactive approach to resolving issues
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Familiarity with CRM software and support ticket systems.
• Willingness to work flexible hours, including nights, weekends, and holidays, to provide 24x7 support.
• Previous experience in business process outsourcing and technology product customer care is highly desirable.

Please send your updated profile to praveen.gunti@mostedge.com