Customer Support Specialist

Job brief

Kofa was established to re-engineer how people access energy. We're building a 21st century energy network to power everything from mobility to the home, all in a clean, affordable and accessible way using portable batteries that can be accessed at our swap stations or delivered directly to customer.

We are looking for a Customer Support Specialist to assist our customers with all problems that could arise when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with using help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyse and report product malfunctions by testing different scenarios or impersonating users on our platform
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams
• Work closely with operations to reactively and proactively manage customer problems
  
  
  

Requirements And Skills

• 3+ Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases with customer or others
• BSc from a leading university

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