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34407365983 - Customer Support Representative
Posted about 11 hours agoViewed
💎 Seniority level: Middle, 3+ years
🏢 Company: Roster👥 11-50💰 $6,000,000 Seed over 2 years agoAdvertisingLoyalty ProgramsAffiliate MarketingMarketingSocial Media
🗣️ Languages: English
⏳ Experience: 3+ years
Requirements:
- 3+ years of experience in a customer service role, preferably in a fast-paced, chat-based environment.
- Experience using Intercom
- Excellent written communication skills with the ability to convey complex information in a clear and approachable manner.
- Ability to manage multiple conversations simultaneously while maintaining a high level of accuracy.
- Strong problem-solving skills with the ability to think critically and stay calm under pressure.
- Detail-oriented and able to follow up to ensure customer satisfaction.
- Familiarity with SaaS products or backend systems is a plus, but not required—training will be provided.
- Ability to work independently and as part of a team.
Responsibilities:
- Respond to customer inquiries via Intercom chat in a timely and professional manner, aiming to resolve issues quickly and efficiently.
- Maintain an average first response time of under 4 minutes during all working hours.
- Become proficient in Bandwango’s backend system to troubleshoot and assist with customer inquiries regarding the platform’s features and functionality.
- Provide guidance and solutions on common customer issues, including account setup, troubleshooting, promotions, and usage.
- Ensure consistent communication with customers by providing timely updates and resolutions.
- Document customer interactions, issues, and resolutions in our CRM system.
- Collaborate with team members and other departments to escalate complex issues when necessary.
- Assist with feedback collection to help improve the customer experience and enhance our platform.
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