This is an entry-level role that would be well suited to a graduate or someone with a few years of experience, with a passion for helping people to learn and work in a digital environment. It also involves strategic thinking and consultancy, which you'll learn as part of the role. As a Customer Service Agent, you will report to our Customer Success Manager and be joining an energetic, supportive team with a proven track record of delivering high impact and value to our clients.
The Customer Success team is one of the most important teams in our business as they fuel our growth by ensuring customers have a first-class experience. It's a challenging role, balancing both commercial and experiential priorities, but get it right and it's one of the most rewarding in the company. This is a rare opportunity to help shape an exciting business from the outset, working in a passionate, welcoming team with the chance to succeed in a growing market.
Requirements
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Reports to Customer Success Manager; Promptly and accurately respond to our customer's inquiries regardless of channel submitted
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- Provide timely follow up to customer downloads and support requests
- Escalates customer inquiries when and where appropriate
- Document activities in the tickets tracking/support application as well as Project Tracker
- Following up with user issues
- Communicate user issues to QA team
- Tracking bugs and issues in our platform
- Work with marketing to develop or create training materials, videos and knowledge base articles
- Develop and maintain expertise on all products, systems and processes
- Perform billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
- Placing new order/volume orders, handling existing orders, returns/replacements and online orders
- Update customer databases including: contact details, past complaints, resolutions, billing information, and shipments.
- Resolve complaints and customer problems in an efficient, professional and friendly manner.
- Educate customers on the product for optimal understanding.
- Your primary goal is satisfying the customers needs while continuing to earn their businesss
