Alternative Title 2: Expert Customer Advocate

2 weeks ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Associate Customer Support Role Overview:

We are seeking an experienced Associate Customer Support Representative (CSR) to provide exceptional customer support and help drive our success.

Main Responsibilities:
  • Live Chat and Email Support:
    • Handle customer inquiries, complaints, and service requests professionally.
    • Provide accurate and empathetic support to clients and project stakeholders.
  • Client Onboarding Process:
    • Explain processes, onboarding procedures, and communication channels to new clients.
    • Provide resources such as FAQs, knowledge-base guides, or onboarding tools.
    • Troubleshoot basic technical and account-related issues related to UI/UX projects.
    • Evaluate client needs and escalate critical or complex issues to relevant teams for swift resolution.
  • UI/UX Design Services:
    • Educate clients on our design services, project workflows, timelines, and deliverables.
    • Recommend suitable design services or packages based on client requirements.
  • Documentation and Reporting:
    • Log and maintain detailed records of client interactions, support tickets, and resolution outcomes using CRM tools.
    • Compile weekly reports on client concerns, trends, and feedback for management review and improvement.
  • Customer Follow-up and Satisfaction:
    • Follow up on client issues proactively and ensure their satisfaction post-resolution.
    • Schedule periodic feedback surveys to evaluate customer experience and gather valuable insights.
Job Requirements:
  1. Experience:
  • 1-2 years of relevant experience in a Customer Support role, preferably in a design agency, SaaS company, or service-based business.
Qualifications:
  • Bachelor's degree in Computer Science, IT, Business Administration, or a related field.
Skills:
  • Excellent written and verbal communication skills in English.
  • Proficiency in live chat and email support tools.
  • Strong problem-solving and troubleshooting abilities.
  • Basic knowledge of UI/UX design concepts and tools is beneficial.
  • Ability to manage multiple tasks, prioritize tasks, and meet deadlines effectively.
  • Team player with excellent interpersonal and collaboration skills.

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