Responsibilities:

Provide timely and accurate responses to customer inquiries via email and chat.
Identify and address customer needs, assisting them in using specific features.
Analyze and report product malfunctions.
Update internal databases with information about customer issues and relevant discussions.
Monitor customer complaints on social media platforms and offer assistance.
Share customer feature requests and effective solutions with team members.
Inform customers about new product features and functionalities.
Follow up with customers to ensure resolution of their technical issues.

Qualifications:

Previous experience as Email & Live Chat Agent or in a similar customer service role.
Familiarity with the industry is advantageous.
Proficiency in using help desk software, knowledge bases, and remote support tools.
Understanding of CRM systems.
Excellent communication and problem-solving abilities.
Strong multitasking skills.
Patience when dealing with challenging cases.‍