Live Chat Support

Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.

Address inquiries, concerns, and tech issues related to the POS system, hardware, and more

Prioritize both speed and quality of responses while aiming for effective resolutions

Handle phone calls when necessary to ensure comprehensive client support

Act as a liaison between clients and our internal teams, effectively conveying client needs

Collaborate with cross-functional teams to address and resolve client concerns

Continuously improve template messages for efficiency and consistency

Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options

Utilize client feedback to suggest improvements to our products and services

Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs

Disseminate product updates and important information in client group chats

Assist in onboarding potential new accounts referred by existing clients or related contacts

Identify upselling opportunities and contribute to customer expansion efforts

Experience in business, communications, customer support, or a related field

Strong written and verbal communication skills

Previous experience in customer support, success, or a related role is preferred

Comfortable using live chat platforms and phone calls to engage with clients

Detail-oriented with a commitment to providing top-notch client experiences

Ability to manage multiple client interactions simultaneously

Problem-solving skills and the ability to address client concerns effectively

Proficient in using technology tools and software

Enthusiasm for working in a dynamic and fast-paced startup environment

High degree of patience, empathy, and warmth

Adaptable and able to learn systems and processes quickly

Initiative-driven with a sincere passion for helping MSMEs