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Posted 2 months ago
Requirements and responsibilities
Your main responsibilities.
Delivering outstanding support.
* Provide fast, empathetic, and effective support to customers by addressing their questions, resolving concerns, and guiding them through any challenges with professionalism and care.
* Provide consistent support across multiple channels, including email, phone, chat, and WhatsApp.
* Identify and escalate customer issues that require further expertise or involvement from senior support teams, and provide comprehensive information to facilitate efficient problem resolution.
Onboarding.
* Assist new customers during their onboarding process, ensuring they have a clear understanding of the portal, services, and compliance requirements.
* Provide ongoing support after the onboarding phase, ensuring that customers feel confident using the services and addressing any follow-up questions or issues.
Customer experience improvements.
* Be the voice of the customer within the organization by sharing valuable feedback and insights with CX leadership and teams such as Product, Development, and Operations.
* Use customer input to recommend product improvements, optimize services, and identify strategic opportunities that enhance the overall customer experience.
* Organize and enhance processes within HubSpot to improve efficiency and accuracy.
Tax season support.
* Provide support during tax season by addressing customer inquiries related to tax documentation and filings.
* Follow up with customers who still need to submit missing information required for their tax filings.
Customer feedback and reviews.
* Actively collect customer feedback to gain insights into their experience and identify opportunities for improvement.
* Encourage customers to share their experiences by inviting them to leave reviews on platforms such as Trustpilot and Google Reviews, helping to strengthen Globalfy’s online reputation.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)