Customer Support Associate
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Job Overview:
We are seeking a Customer Support Associate to provide exceptional customer service, resolve issues, and ensure customer satisfaction in our Global Operations team.
The ideal candidate will be the first point of contact for our customers and the voice of our trusted brand.
As a key member of our support team, you will work closely with our Contact Support Team Leader to manage telephone and email communication from clients and their customers.
Your Key Responsibilities:
* Provide high-quality customer service through phone calls, emails, and chats with a high first-time resolution rate.
* Manage complex customer queries and resolve issues in a timely and professional manner.
* Report any unresolved issues and escalate where necessary to maintain excellent customer satisfaction.
* Engage with customers regarding overdue balances and collections in line with relevant policies.
* Utilize query management systems to identify, progress chase, and resolve customer queries.
* Accurately record all customer interactions and update internal and external systems as required.
Requirements:
* Excellent verbal and written communication skills to interact with stakeholders via telephone, email, and face-to-face communication.
* Possess active listening skills, patience, and empathy to build positive working relationships with customers and colleagues.
* Problem-solving skills to identify exact details of a problem and take steps to ensure a successful resolution.
* Attention to detail to document customer interactions clearly and concisely.
* Ability to work in a fast-paced environment and meet service level agreements (SLAs).
What We Offer:
* A collaborative and supportive team environment that values employee growth and development.
* Opportunities for career advancement and accelerated learning.
* A flexible work arrangement that promotes work-life balance.
* Access to mental health support and unlimited training opportunities.
How to Apply:
To apply, please submit your CV and a cover letter including the word 'moonshot' at the top so we know you took the time to read our job ad.