Customer Success Representative
Skills
About the Role
You will answer customer inquiries promptly and politely, providing accurate and complete information. You will deliver first level technical and functional support for the website and mobile application, troubleshoot issues, and guide customers to alternative distribution channels. You will handle complaints within authority limits and escalate complex cases. You will keep customer data confidential, follow assigned shifts including nights, learn updates to procedures, and manage high inquiry volumes under pressure.
Requirements
- Experience in providing customer service support
- Proficiency in English
- Experience with Intercom, Zendesk or similar customer service software
- Strong client-facing and communication skills
- Advanced troubleshooting skills
- Multitasking skills
- Team player
- Tactful and discrete handling of confidential information
- Ability to work under pressure
- Experience in the finance industry is a plus
Responsibilities
- Provide high quality customer service
- Answer customer inquiries efficiently and politely
- Provide first level technical and functional support for web and mobile
- Migrate customers to alternative distribution channels
- Handle customer complaints and escalate complex issues
- Maintain confidentiality of customer data
- Adhere to assigned shift schedule
- Work night shifts
- Keep up to date with service and procedure changes
- Manage sudden inquiry surges and work under pressure