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We are looking for a friendly and dedicated individual to join our team as a Customer Support Representative. In this role, you will provide excellent support and help to users of our mobile app, which aims to assist small businesses in understanding business better.
Responsibilities:
1. Offer excellent customer service: Interact with users in a professional and polite manner, addressing their questions, concerns, and issues regarding the app. Strive to exceed customer expectations and ensure their satisfaction.
2. Help troubleshoot and provide technical support: Assist customers in resolving any technical issues they encounter while using the app. Guide them through step-by-step solutions, provide clear instructions, and proactively ensure a smooth user experience.
3. Respond to customer inquiries: Handle incoming customer inquiries promptly and effectively through various channels such as email, chat, and phone. Answer questions about app features, account management, and general assistance.
4. Educate users on financial literacy: Gain a deep understanding of the app's features, benefits, and financial literacy principles. Empower users by offering valuable insights, explanations, and resources to enhance their understanding of financial concepts.
5. Report and document bugs: Accurately document and report any technical issues or bugs experienced by customers. Collaborate with the technical team to help resolve reported issues promptly.
6. Analyze user feedback: Gather and analyze user feedback, identifying common issues, trends, and areas for improvement. Communicate feedback effectively to the development team, contributing to the continuous improvement of the app's user experience.
7. Collaborate with different teams: Coordinate with the development, marketing, and content teams to ensure a unified approach to addressing customer needs. Share customer insights and feedback to drive ongoing improvements across all aspects of the app.
8. Maintain a support knowledge base: Contribute to the creation and maintenance of a comprehensive knowledge base to enable users to find self-service support. Document frequently asked questions, troubleshooting guides, and best practices to empower users to solve issues independently.
9. Verify user documents: Conduct thorough document verification processes to ensure the accuracy and authenticity of user information submitted through the app. Follow established protocols and procedures to validate user identities and relevant documents in compliance with regulations.
10. Participate in events: Represent the company and the app at various events, conferences, or seminars related to finance, small businesses, or entrepreneurship. Engage with attendees, showcase the app's features and benefits, and provide on-site customer support as needed.
Requirements:
High school diploma or equivalent; a bachelor's degree in a related field is a plus.
Prior experience in customer service or support, preferably in a technology-related industry
Excellent verbal and written communication skills in English
strong problem-solving and analytical abilities.
Empathy and patience when assisting customers with inquiries and issues
comfortable with technology and quick to learn new software applications.
Familiarity with financial literacy concepts and principles is advantageous.
ability to multitask and prioritize tasks in a fast-paced environment.
Strong attention to detail and organizational skills
Availability to work flexible hours, including evenings and weekends if required
Join our dynamic team and play a crucial role in supporting small businesses on their journey to financial literacy. Apply today to make a positive impact on the MSME community!
Job Type: Full-time
Salary: RM1,800.00 - RM2,500.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)
Education:
- Diploma/Advanced Diploma (Preferred)
Experience:
- Customer Care Specialist: 1 year (Preferred)
Language:
- excellent Malay (Preferred)
- Bahasa (Preferred)
Expected Start Date: 07/31/2023
