Job Level: Junior
Working Hours: 5 days a week, 4:30 am to 1 pm IST
The Customer Support Representative at Benivo plays a vital role in delivering exceptional support across a wide range of products and services. This position involves assisting users with navigating their accounts and performing operational tasks, including processing financial transactions through Benivo's relevant products.
- Query Response Time: 100% of incoming platform queries are responded to within 1 day (during agreed hours of support).
- Payment Queries: 100% of incoming payment queries and requests are responded to within 1 day (during agreed hours of support).
- Visibility Improvement: Enhanced visibility on incoming support query categories for internal stakeholders.
- First Response: The first response is within 5 minutes and chats should be noticed.
Requirements
Customer Support:
- Provide support to Benivo’s users via email, chat, and scheduled pre-booked calls, ensuring timely and effective resolution of issues.
- Pick up relevant payment-related tasks and process them within established SLAs.
- Record all inbound queries with relevant notes for all company stakeholders.
Operational Tasks:
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Updating user profiles based on updates received from clients/vendors, Adding/removing users on the platform.
Reporting & Documentation:
- Report issues to internal teams (Content, Client Management, Finance, Tech) for resolution and follow-up to ensure timely fixes.
- Provide and maintain up-to-date support team documentation.
- Monitor and report on contact reasons for incoming support queries.
- Support projects requiring engagement/outreach to employee platform users.
- Generate or update playbooks for new subjects as encountered.
Experience:
- Experience in customer support within a B2B/SaaS industry.
- Experience supporting payment transactions within technology platforms (desirable).
- Familiarity with customer support software such as Freshdesk/Zendesk and live chat systems (desirable but not essential).
Communication:
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Excellent written and verbal English skills, capable of delivering clear and concise communications to customers and team members.
Customer Focus:
- Passionate about customer support with a proactive approach to solving customer problems and delivering an outstanding experience.
- Skilled in complaint handling, demonstrating active listening and creative problem-solving to address customer concerns promptly.
Adaptability:
- Ability to thrive in a fast-paced, scaling environment, demonstrating flexibility and the capability to manage multiple tasks effectively.
- Proactively identify opportunities to improve processes, tools, or products to better serve customers.
Nice-to-have:
- Data-savvy with a strong ability to work with spreadsheets and analyze data for reporting and improvement purposes.
- Financial awareness, with a high level of attention to detail and comfort working with numbers.
Benefits
- Competitive salary
- Generous wellbeing allowance
- Share Options
- Flexible Working
