Customer Service Representative

Job description

As the face of Fulfil to our customers, you are responsible for making sure our customers are getting the best support from Fulfil.

 

You will work in tandem with the engineering team to primarily increase overall customer satisfaction and support. You and your team will help identify customer challenges and partner with the product team to provide solutions that will enable Fulfil.IO customers to maximize the value of their investment in Fulfil.

 

In addition, you will be responsible for helping customers with best practice and gain deep product knowledge in Retail, Wholesale, Distribution, and General business. You must be empathetic to customer challenges and enjoy coaching customers in using software.

 

Responsibilities

  • Taking ownership customer issues reported and seeing problems through resolution.
  • Managing customer queries and delivers above-and-beyond support through email, phone, and chat.
  • Provide customer feedback to the product management team and help them in discovering insights for the product roadmap.
  • Constantly work towards streamlining the support process by analyzing support requests and publishing solutions as blog posts, forums and FAQs.
  • Develop an in-depth knowledge of Fulfil’s products and services.
  • Stay active in support forums and discussions. Welcome customers, encourage participation and gradually build a valuable support community.

Requirements

  • Graduation in computer science, Information Technology or equivalent.
  • Working experience in technical support, customer support and had the privilege of serving customers for 0-2 Years (direct customer support experience).
  • Ability to empathize and genuine care for customers and creating memorable experiences with the support.
  • Strong problem-solving skills.
  • Excellent client facing skills
  • Excellent written and verbal communication skills.