Customer Success Representative
About the Role
You will answer customer inquiries efficiently and politely, providing accurate information and first-level technical support for the website and mobile application. You will migrate customers to digital channels, handle and resolve complaints within your authority, and escalate complex issues when needed. You will maintain confidentiality of customer data, adhere to assigned shift schedules including night shifts, and manage sudden influxes of inquiries while working effectively under pressure. You will continuously learn and keep up-to-date with changes to services and procedures.
Requirements
- Experience in providing customer service support
- Proficiency in English
- Experience with Intercom, Zendesk or similar customer service software
- Strong client-facing communication skills
- Advanced troubleshooting skills
- Ability to multitask
- Tactful and discrete handling of confidential information
- Ability to work under pressure and on night shifts
- Experience in the finance industry is a plus
Responsibilities
- Provide high-quality customer service by answering inquiries efficiently and politely
- Deliver first-level technical and functional support for website and mobile application
- Migrate customers to alternative digital channels including website and mobile app
- Handle and resolve customer complaints within defined authority and escalate when necessary
- Maintain confidentiality of customer data
- Adhere to assigned shift schedule and work night shifts
- Manage sudden influxes of inquiries and work effectively under pressure
- Continuously learn and update knowledge of services and procedures