To guarantee flawless customer service, you will oversee projects, maintain and update FAQs, and manage client contacts in this capacity. The ideal applicant will have a solid background in project management and communication, as well as at least [years of experience] in customer service.
Key Responsibilities:
Trend Analysis and Improvement: Work alongside the Product and Customer Service teams to spot trends in service gaps that can be automated or improved, continually reducing inbound tickets.
Value Proposition Utilization: Leverage our value proposition to drive efficiency and ensure it is communicated effectively in each interaction.
Process Optimization: Identify opportunities to refine and improve customer service processes.
Investor Support Management: Manage the investor support funnel via Zendesk to ensure investor needs are addressed in a timely and well-delivered manner. Collaborate with different teams to help advance our company objectives and provide world-class service throughout the product.
FAQ Maintenance: Regularly update and maintain the FAQs, ensuring accurate and accessible information in our knowledge base.
Resource Updating: Keep key customer service resources updated, including Monday boards, deal files, and process documentation.
Reporting and Analysis: Report on deal activity and identify trends through Metabase, using data-driven insights to suggest improvements and inform decision-making.
Requirements:
Experience: Proven experience as a Customer Service Specialist or in a similar role, preferably with Zendesk.
Technical Skills: Proficient in using Zendesk, and other customer service tools. Strong ability to analyze data and generate insights.
Communication: Excellent verbal and written communication skills with the ability to effectively convey information and provide clear instructions.
Problem-Solving: Strong analytical and problem-solving skills with a keen eye for detail. Ability to identify opportunities for improvement and implement effective solutions.
Collaboration: Experience working with cross-functional teams and the ability to collaborate effectively and contribute to team goals.
Organization: Strong organizational skills with the ability to manage multiple tasks and priorities.
Ability to work 100% during 9 AM to 5 PM EST.
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