Customer Support Representative
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We are seeking a highly motivated and customer-focused individual to join our team as a Customer Support Representative. As a key member of our support team, you will be responsible for providing exceptional service to our customers, ensuring their queries are resolved efficiently and professionally.
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In this role, you will work closely with the Customer Support team to deliver high-quality customer experiences, representing our values of reliability, user-friendliness, and continuous improvement.
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Key Responsibilities:
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* Respond quickly and courteously to customer enquiries via email or phone, adhering to agreed Service Level Agreements (SLAs).
* Deliver accurate information about our products and solutions, helping customers resolve basic to moderately complex issues.
* Triage customer tickets, escalating more complex issues to senior team members when required.
* Maintain a positive, customer-focused attitude in all interactions.
* Log interactions and solutions accurately in the support ticketing system.
Product & Knowledge Management:
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* Stay up-to-date with our product features, processes, and updates.
* Assist in updating support documentation and FAQs as needed.
* Participate in internal training sessions to expand product knowledge and customer service skills.
Team Collaboration & Continuous Improvement:
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* Collaborate with colleagues across support, product, and success teams to solve customer queries and improve service delivery.
* Provide feedback from customer interactions to support continuous improvement efforts.
* Suggest ideas to enhance the customer experience and streamline support processes.
Requirements:
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* Prior experience in a customer service or contact centre role is preferred but not essential.
* Experience using helpdesk or CRM software is desirable.
* Proficiency in Microsoft Office or Google Workspace is required.
Interpersonal Attributes:
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* Customer-centric and empathetic approach.
* Willingness to learn and develop new skills.
* Positive, adaptable mindset with a desire to contribute to team success.
What We Offer:
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* Comprehensive paid training and ongoing development.
* Opportunities for career growth and promotion.
* Supportive, inclusive, and fun team culture.
* Paid annual leave and additional personal leave.
* Employee rewards and recognition programs.