Customer Success Associate

4 days ago

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Grey (YC W22)

WebsiteLinkedInAll Job Openings

Currency exchange • Technology • Foreign Bank Accounts • Cross-Border Payments • Remittance

51 - 200 employees

Founded 2022

💳 Fintech

💸 Finance

👥 B2C

💰 $2M Seed Round on 2022-08

Description

• You are required to always put customers first, be passionate about helping others, be empathetic, genuine, and thoughtful. • Answering questions about product details, the company, and issues with accounts for customers. • Assist our customers with technical problems when using our products and services, follow up on all raised issues with the right team and escalate complaints across a number of communication channels. • Handling live chats and emails using support tools, providing accurate, valid and complete information to customers. • Documenting processes, feedback either complaints or compliments, and collaborate with other teams within the company to improve user experience. • Be responsible, reliable, polite, articulate, concise, humane, and patient. • Maintain updated in-depth knowledge of the company’s products, services, customer service policies and give quality assistance where needed. • Respond to customer queries accurately and within the stipulated response time. • Establish loyalty and good relationship with customers. • Assist in onboarding new customers, educate customers on new features, create help documents and how-to guides. • Work with internal departments to meet customers' needs.

Requirements

• Minimum of 3-5 years experience in client relationship management role in a fast-paced customer-centric environment. • Ability to stay calm when customers are stressed or upset. • Ability to multi-task, prioritize, and manage time effectively. • Excellent verbal, and written communication, and fluent writing skills in English. • Problem solver, a fast learner, and the ability to work in a remote environment with minimal supervision. • Team player with the ability to communicate and coordinate with multiple parties. • Excellent in the use of computer software, experience in using CRM and support tools(e.g. Freshdesk, Zendesk, Intercom, e.t.c)and other third-party collaborative work tools. • Excellent Customer relationship management skills. • Know how to handle complicated CS cases. • Comfortable working in a fast-paced startup environment. • Previous proven experience with a financial service institution is an added advantage.

Benefits

• Stock options • Flexible working hours • Remote friendly • Health Insurance • Training Budget • Team building events • Yearly offsite