Client Success Specialist - SMS

Job Description:

 As a Chat/SMS Support Agent, you will be responsible for providing exceptional customer service and technical support to users through chat and SMS channels. You will serve as the first point of contact for customers, addressing their queries, troubleshooting issues, and ensuring a positive customer experience. Your excellent communication skills, attention to detail, and problem-solving abilities will be essential to excel in this role.

Responsibilities:  

● Engage in proactive and responsive communication with customers via chat and SMS channels, ensuring prompt and accurate responses. 

 ● Provide exceptional customer service by resolving customer inquiries, concerns, and issues in a timely and professional manner.

● Understand customer needs and requirements, and assist them understanding the program

● Stay up to date with product knowledge, new processes, and updates to provide accurate information and support to customers.

● Identify and suggest process improvements to enhance customer satisfaction and support efficiency.

● Maintain a positive and customer-centric attitude while dealing with challenging customer situations.

● Adhere to company policies, procedures, and performance standards to ensure consistent service delivery. 

Requirements:

● Proven work experience as a Customer Support Representative, Support Agent, or similar role.

●Strong written communication skills with excellent grammar and spelling

● Experience in providing customer support via chat or SMS. 

● Ability to multitask, prioritize, and manage time effectively to handle multiple customer conversations simultaneously.

● Empathy and patience when dealing with customer concerns or complaints.

● Strong problem-solving skills to analyze issues and provide appropriate resolutions. 

● Ability to work independently and collaboratively in a team environment.

Preferred Qualifications: 

● Knowledge of multiple languages and experience in providing multilingual customer support.

● Experience in supporting software products, mobile apps, or SaaS platforms.

● Experience in the financial services industry