Customer Support Specialist

Job Responsibilities :

• Responding to customer questions on a day-to-day basis across all of our platforms while conveying our brand voice, personality, and image.
• Engaging and responding directly to feedback and comments in a timely and accurate way, via phone, email, chat or on community platforms. This would include managing our TrustPilot reviews, moderating product comments/feedback, managing our course communities, amongst others.
• Resolving customer needs and problems, recommending solutions and guiding product users through features and functionalities.
• Analysing and reporting product issues.
• Share feature requests and effective workarounds with team members.
• Gather customer feedback and share with our Product, Sales and Marketing teams.
• Meet assigned KPIs and daily deliverables
• And other duties as assigned.

Requirements for this role:

• Must have a strong interest and zeal for customer service/support.
• Strong tech knowledge and ability to navigate platforms like hubspot, Intercom, Zoom, Slack and Stripe is an advantage.
• Must have strong interpersonal and communication skills.
• Must have a great work ethic and be able to communicate kindly with people from all backgrounds .
• Must be able to learn fast and perform without constant supervision.
• Must have a real interest in connecting with people and building a career at Our Client.
• Must be able to thrive in a team environment.
• Must have the ability to multitask and manage time effectively.
• Should be willing to work in rotational shift.