Customer Support Executive
1 month ago
The Role
As a Customer Support Executive, you will be at the forefront of our customer interactions, ensuring every query is resolved efficiently and carefully. This role is exclusively focused on chat support, where your excellent written communication skills, problem-solving mindset, and ability to handle multiple conversations simultaneously will shine. You’ll work closely with our B2B customers to troubleshoot issues, provide timely resolutions, and contribute to maintaining high customer satisfaction levels.
About Us
At Zoko, we enable Shopify brands to turn WhatsApp into their #1 revenue channel. As a leading WhatsApp API provider, we offer a comprehensive platform that helps these brands manage sales, marketing, and customer support seamlessly on WhatsApp. Trusted by top e-commerce merchants worldwide, Zoko empowers brands to engage with their customers, drive repeat revenue, and automate processes. Our cutting-edge features, like conversational commerce and advanced workflow automation, make Zoko the go-to solution for modern businesses looking to scale their operations efficiently
Roles and Responsibilities
- Provide chat-based support to B2B customers, ensuring timely and professional responses to queries.
- Troubleshoot customer issues efficiently and escalate complex cases to appropriate teams when necessary.
- Collaborate with internal teams, including product and engineering, to address customer concerns and enhance the support process.
- Build strong customer relationships by understanding their needs and delivering tailored solutions.
- Contribute to improving customer satisfaction scores by providing proactive and empathetic support.
- Assist in identifying recurring issues and suggest process improvements to enhance support efficiency.
- Stay updated on product features and updates to provide accurate and up-to-date assistance.
What are we looking for
- Experience : Minimum of 2 years of chat support experience, preferably in a B2B SaaS environment.
- Communication Skills : Excellent written communication skills with the ability to manage multiple chat conversations simultaneously.
- Customer Focus : Strong customer-first approach with a passion for delivering exceptional service and satisfaction.
- Triage Skills : Ability to assess, prioritize, and escalate issues based on urgency and impact, ensuring timely resolution and minimizing disruptions for customers.
- Tech Curiosity : Eagerness to understand the technical workings and features of the product, enabling you to guide customers confidently and provide actionable feedback to improve the product.
- Team Collaboration : Ability to work seamlessly with cross-functional teams to address customer needs and drive improvements.
- Adaptability : Quick learner who can stay updated on product features and adapt to a fast-paced environment.
- Support Tool Experience: Familiarity with chat support tools like Freshdesk, Zendesk, Intercom, or similar platforms (a plus but not mandatory).
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