Join the team that’s redefining eCommerce!
We’re looking for a talented and customer-centric Customer Support Representative for our Analytics product, who will be the driving force behind fostering strong relationships with our merchants. Your role will be to resolve customer queries at rocket speed, champion customer delight, ensuring merchants’ unwavering satisfaction with our product.
You will work closely with our Head of Product.
Responsibilities:
- Respond to customer inquiries promptly and professionally through various channels, including email, phone calls, and live chat.
- Provide accurate and detailed information about our products, services, and company policies to customers.
- Assist customers in navigating our Analytics product, troubleshooting technical issues, and guiding them through the ordering process.
- Collaborate with cross-functional teams, such as Product Development and Marketing, to address customer concerns and find appropriate solutions.
- Document customer interactions, inquiries, and resolutions accurately in our customer support system.
- Proactively identify trends and patterns in customer issues and communicate them to the team for continuous improvement.
- Handle customer complaints with empathy and professionalism, striving to find resolutions that meet or exceed their expectations.
- Escalate complex issues or unresolved matters to the appropriate teams or senior customer support representatives for further assistance.
- Continuously develop product knowledge and stay updated on industry trends to effectively address customer needs and provide appropriate recommendations.
- Contribute to the development and improvement of customer support processes, documentation, and resources.
Qualifications:
What’s in it for you: