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15 days ago
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Requirements and responsibilities
Hiring Customer Support Agent from Lahore | Remote.About the Company:Hiring for a marketing platform that helps in lead generation and business growth.Job Description:As a key member of our Customer Success team, you will help clients with their queries, build strong relationships with customers, and collaborate with teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should possess Analytical thinking, Empathy, strong reporting skills, and most important of all, be self-motivated.Objectives of this RoleOffering assistance to clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction.Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos.Funneling user voice to the product team using our community feedback page and Intercom tools.Take scheduled Zoom calls to offer assistance over screen share. Upsell to existing customers or find new leads and close sales.Identify and execute new strategies to boost MRR.Daily ResponsibilitiesHandling Intercom chats Taking demo callsCreating bug reportsCreating feature requests.Maintaining reporting sheets of daily activities.Clearing Compliance reviews.Keeping track of Churn and finding new ways to reduce that churn.Monthly ResponsibilitiesReview Bugs reported and check their current status.Update the Feature Requests and where they stand in terms of implementation.Review monthly performance as per manager.Offer ideas on how to improve the overall customer experience.Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on timeRequired Skills and QualificationsStrong verbal and written communicationStrong drive to learn new tools and technologies.Curiosity to identify and resolve issues.Attention to detail.Analytical and process-oriented mindsetComfortable collaborating across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust prioritiesNice to HaveFamiliarity with any CRM is nice to haveProficient in writing formal messagesFamiliarity with E-commerce platforms and SaaS-based businesses.Preferred QualificationsBachelor's degree or aboveOther Details:Experience: 1+ yearsLocation: Lahore (remote)Salary: Market CompetitiveAbout HR Ways:HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world.
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