Customer Support Specialist
Location
Jordan | India
Job description
Our client, a trailblazer in the fintech sector, is dedicated to revolutionizing financial services for the 17 million underserved SMEs in the MENA region with smart corporate cards and advanced expense management solutions. At the heart of a fintech revolution, they're building a modern financial operating system for businesses, fueled by a vision that merges ambition with the practical needs of the market.
They are on the search for a
Customer Support Specialist skilled in managing intercom-based chat, email, phone calls, and WhatsApp support. This is a highly client-facing role, as such the individual would need to be capable of building relationships. This role is crucial for individuals who not only have a deep understanding of the company's products but are also capable of crafting informative help articles and conducting customer onboarding sessions. Additionally, the position involves encouraging customers to leave positive G2 reviews, with incentives tied to meeting review quotas each quarter.
Location: Fully-Remote (Work from Home), 9 AM - 5 PM UAE Key Responsibilities: - Customer Interaction: Provide top-tier customer support through intercom chat, email, phone calls, and WhatsApp.
- Content Creation: Write comprehensive help articles that clearly explain product features and functionalities.
- Customer Onboarding: Conduct 1:1 sessions to familiarize new customers with the platform, ensuring a smooth adoption process.
- Review Generation: Actively seek out G2 reviews from customers, aiming to achieve a set quota of positive feedback each quarter.
What Success Looks Like: - Enhanced Customer Understanding: Customers receive exceptional support, reflected in their quick grasp of the platform and minimal issues.
- Quality Help Articles: Your help articles become a valuable resource for users, reducing the need for direct support.
- Effective Onboarding: New customers transition smoothly into using the platform, thanks to your thorough onboarding sessions.
- Positive Reviews: Meeting or exceeding the quarterly quota for positive G2 reviews, contributing to the company's reputation and customer satisfaction.
Qualifications: - Experience in customer support, particularly in tech or digital product environments.
- Strong written and verbal communication skills, with the ability to explain complex concepts simply.
- Strong e-mail management skills
- Strong time management and prioritization skills
- Demonstrated ability to write clear, informative, and engaging help articles.
- Proven track record of improving customer satisfaction and gathering positive reviews.
- Preferably in the Middle East.
Application Process: To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets
This position offers the chance to be a pivotal part of a customer support team within a company poised for significant growth. If you're passionate about delivering exceptional customer experiences and eager to contribute to a vibrant tech company, we encourage you to apply.
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