About the Support Hero role

Our Customer Support Hero will act as a connection, providing product/services information and resolving developing problems that our clients might face with precision and competence. Our Heroes are responsible for resolving customer issues via live chat, phone lines, and internal ticketing system (CRM).

The best Heroes are genuinely delighted to help customers. They are tolerant, empathetic, and intensely communicative. They love to talk. Support Heroes can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our Heroes can gather it for us. A problem-solving attitude comes naturally to our Heroes. They're confident at troubleshooting and investigating if they don’t have enough knowledge to fix the problem.

The goal will be to ensure exceptional service standards and sustain high customer satisfaction.

A Hero's responsibilities include:

  • Handle high amounts of incoming calls

  • Identify and evaluate customers’ needs to deliver satisfaction

  • Build sustainable relationships of trust through open and interactive discussion

  • Provide accurate, valid, and comprehensive information by using the right methods/tools

  • Reach personal/customer service team targets and call handling quotas

  • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution

  • Keep records of customer interactions, process customer accounts, and file documents

  • Follow communication procedures, guidelines, and policies

  • Go the extra mile to engage customers

Our Support Hero Requirements

  • Strong phone administration skills and active listening capabilities

  • Experience with CRM systems and practices (if you don't have, learning them is crucial)

  • Customer orientation and capacity to adapt/respond to different types of characters

  • Exceptional communication and presentation skills in written/spoken English

  • Ability to multi-task, prioritize, and control time effectively

  • Ability to learn new and varying systems, and technologies to help customers.

  • A Diploma or Bachelor Degree from a College or University in a related course

  • Some proven customer support experience or experience as a client service representative is a bonus

This role is an entry-level role, we expect to see an impressive learning capacity of the applicant and a clear proven demonstration of interest in providing support to customers. There will be an aptitude test thereafter following your application. It is important to also write your cover letter and clean up your CV before applying.