Client Services Representative - Remote

Overview

We are searching for a candidate with 0- 5 years of experience handling international clients. As the bridge between our clients and internal teams, you will resolve any issues they might face. Your client’s growth is your priority! Your role also includes promoting customer satisfaction, enhancing their onboarding experience, and maximising product adoption.

In Short

• Identify customers needs and problems, and take proactive steps to maintain a positive experience.
• Maintain strong, lasting, and trustworthy relationships with clients through open and interactive communication.
• Liaise between clients and internal teams (Product Development/Billing) to ensure timely and successful delivery of solutions to our client problems.
• Initiate and engage with customers through multiple channels, namely outbound calls and inbound chats, to communicate effectively and facilitate product adoption.
• Offer tailored support designed to meet each customer’s unique needs, empowering them to grow their capabilities with our software.
• Track customer usage and provide proactive support, guiding them to optimise their experience and achieve the right balance in using our software.
• Have thorough knowledge of the product while continuously working towards the product’s improvement.
• Comprehend creative solutions to handle queries from customers and give them an excellent level of service.
• Flexible and receptive to change for continuous product transformation.

Requirements

• Any graduate with 0- 5 years of experience in technical/customer support roles. (Preferably in a SaaS environment.)
• Willingness to work on the night shift.
• Passion towards an amazing customer experience.
• Good documentation skills to keep track of issues and tickets.
• Good knowledge of common apps and technologies in a professional environment.
• Ability to simplify complex technical concepts for easy understanding.
• Strong organisational skills and attention to detail.
• Proactive problem-solving mindset to effectively address customer needs.
• Growth mindset and excitement to learn new things.
• Creative, enthusiastic, and energetic with great interpersonal skills. Should be able to present ideas with clear logic and conviction.
• Experience in taking chats and non-voice processing is an added advantage.

Benefits

• Opportunity to work with a diverse and inclusive team.
• Chance to grow and contribute to innovative solutions.
• Flexible working environment.
• Engagement in a mission-driven company culture.
• Access to continuous learning and development opportunities.