Customer Support Representatives Moja Market

  Job Advert: Customer Support Representatives

We are looking for enthusiastic and customer-focused individuals to join our team as Customer Support Representatives. As a Customer Support Representative, you will play a crucial role in providing prompt and helpful assistance to users of our marketplace app. You will address customer inquiries, concerns, and technical issues through various channels, ensuring a positive user experience.

Key Responsibilities:

• Provide exceptional customer support by addressing inquiries, concerns, and technical issues through phone, email, and chat channels.
• Ensure prompt response times and strive for first-call resolution to maximize customer satisfaction.
• Demonstrate empathy and understanding while effectively troubleshooting and resolving user complaints.
• Maintain accurate records of customer interactions and follow up when necessary.
• Collaborate with cross-functional teams to escalate and resolve complex customer issues.
• Stay updated on product knowledge and company policies to provide accurate information to customers.
• Identify trends and common issues to improve overall user experience and proactively address potential concerns.

Requirements:

·         Diploma or degree in a relevant field

• Strong interpersonal and communication skills, with a customer-centric approach.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Excellent problem-solving and troubleshooting abilities.
• Patience, empathy, and the ability to remain calm under pressure.
• Proficiency in using customer support software and other relevant tools.
• Experience in a customer support role or similar customer-facing position is preferred.
• Knowledge of marketplace apps or e-commerce platforms is a plus.