Job Description

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Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
Prioritize both speed and quality of responses while aiming for effective resolutions
Handle phone calls when necessary to ensure comprehensive client support
Act as a liaison between clients and our internal teams, effectively conveying client needs
Collaborate with cross-functional teams to address and resolve client concerns
Continuously improve template messages for efficiency and consistency
Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
Utilize client feedback to suggest improvements to our products and services
Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
Disseminate product updates and important information in client group chats
Assist in onboarding potential new accounts referred by existing clients or related contacts
Identify upselling opportunities and contribute to customer expansion efforts

Minimum Qualifications

Experience in business, communications, customer support, or a related field
Strong written and verbal communication skills
Previous experience in customer support, success, or a related role is preferred
Comfortable using live chat platforms and phone calls to engage with clients
Detail-oriented with a commitment to providing top-notch client experiences
Ability to manage multiple client interactions simultaneously
Problem-solving skills and the ability to address client concerns effectively
Proficient in using technology tools and software
Enthusiasm for working in a dynamic and fast-paced startup environment
High degree of patience, empathy, and warmth
Adaptable and able to learn systems and processes quickly
Initiative-driven with a sincere passion for helping MSMEs

Live Chat Support ID-1044