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 morePrioritize both speed and quality of responses while aiming for effective resolutionsHandle phone calls when necessary to ensure comprehensive client supportAct as a liaison between clients and our internal teams, effectively conveying client needsCollaborate with cross-functional teams to address and resolve client concernsContinuously improve template messages for efficiency and consistencyHelp create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service optionsUtilize client feedback to suggest improvements to our products and servicesUpdate trackers to maintain accurate records of client interactions, resolutions, as well as KPIsDisseminate product updates and important information in client group chatsAssist in onboarding potential new accounts referred by existing clients or related contactsIdentify upselling opportunities and contribute to customer expansion effortsMinimum QualificationsExperience in business, communications, customer support, or a related fieldStrong written and verbal communication skillsPrevious experience in customer support, success, or a related role is preferredComfortable using live chat platforms and phone calls to engage with clientsDetail-oriented with a commitment to providing top-notch client experiencesAbility to manage multiple client interactions simultaneouslyProblem-solving skills and the ability to address client concerns effectivelyProficient in using technology tools and softwareEnthusiasm for working in a dynamic and fast-paced startup environmentHigh degree of patience, empathy, and warmthAdaptable and able to learn systems and processes quicklyInitiative-driven with a sincere passion for helping MSMEs

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