As a Customer Support Representative, you will form part of our Customer Service Team to help manage all aspects of the customer experience. Customer Support Representatives will need to show a high level of adaptability to different products and be able to acclimatize to varying communication channels (such as Live chat, email, and telephone).
Responsibilities:
- Respond promptly and effectively to incoming or outgoing communication to contacts and exhibit high levels of attention to detail (telephone, chats, emails, etc.).
- Assist customers with account-related questions, troubleshooting, and problem resolution.
- Provide assistance with deposit-related inquiries and issues.
- Ensure compliance with deposit regulations and company policies.
- Identify and carry out opportunities to cross-sell and upsell products/ services to customers.
- Ensure that more complex customer issues are followed up on and resolved in a timely manner.
- Proactively develop customer relationships by maintaining contact at an appropriate level.
- Feedback on recurring customer issues to Team Leader/ Shift Leaders and relevant internal departments where applicable.
- Contribute to the ongoing development and improvement of the customer experience.
- Investigate, analyze, and review previous interactions, to offer the best possible experience to all our clients.
- Escalate clients-reported issues to other departments and/or leaders to provide first-contact resolution.
- Report bugs and/or missing information to improve the support services for internal and external customers.
Requirements:
- 1–3 years of experience in customer service, sales, or a related field.
- Fluent in English. (B2+ minimum level).
- Knowledge and use of Microsoft Office.
- Desirable High School Diploma or similar.
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills and ability to build rapport with customers.
- Availability to work during a schedule between 6 am and 7 pm.