Customer Support Specialist for WhatsApp Commerce
6 days ago
Customer Support Specialist for WhatsApp Commerce
About Zoko:Zoko is a leading provider of WhatsApp API solutions, empowering Shopify brands to manage sales, marketing, and customer support seamlessly on the popular messaging platform.
Role Overview:We are seeking an experienced Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for providing timely and professional chat-based support to our B2B customers, ensuring their queries are resolved efficiently and effectively.
Key Responsibilities:- Provide high-quality chat support to our customers, responding promptly to their inquiries and resolving issues in a timely manner.
- Troubleshoot complex customer issues, escalating them to internal teams when necessary.
- Collaborate with cross-functional teams to address customer concerns and improve the overall support experience.
- Build strong relationships with our customers by understanding their needs and delivering tailored solutions.
- Contribute to improving customer satisfaction scores by providing proactive and empathetic support.
- Stay up-to-date on product features and updates to provide accurate and informed assistance.
- Minimum 2 years of experience in chat support, preferably in a B2B SaaS environment.
- Excellent written communication skills and ability to manage multiple conversations simultaneously.
- Strong customer-first approach with a passion for delivering exceptional service and satisfaction.
- Ability to assess, prioritize, and escalate issues based on urgency and impact.
- Eagerness to understand the technical workings and features of the product.
- Quick learner who can stay updated on product features and adapt to a fast-paced environment.
- Familiarity with chat support tools like Freshdesk, Zendesk, Intercom, or similar platforms.
$55,000 - $65,000 per annum, depending on experience and qualifications.
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