Key Responsibilities:
Primary Responsibilities:
- Provide advanced technical assistance to customers and internal teams on product features, functionalities, and usage.
- Investigate and resolve complex customer issues related to product performance, compatibility, and usability.
- Communicate with customers via phone, email, or in-person to understand their concerns and provide prompt and accurate solutions.
- Create and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist customers and support team members.
- Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve issues effectively.
- Conduct training sessions for support team members and customers on product updates, new features, and best practices.
- Monitor and evaluate the quality of support services provided, identify areas for improvement, and implement corrective measures.
- Prepare and present reports on customer support metrics, trends, and feedback to management for strategic decision-making.
- Gather and analyze customer feedback to identify product improvement opportunities and contribute to product development initiatives.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services.
- Customer Relationship Management: Build and maintain strong relationships with key customer accounts.
- Understand the unique needs and challenges of each customer and provide tailored solutions.
- Act as a primary point of contact for customer escalations and issue resolution.
- Team Responsibilities: Mentor and support peer group team of customer-facing professionals, fostering a collaborative and results-driven environment.
- Product Expertise: Develop an in-depth understanding of our Talent solutions.
- Provide guidance and support to the team in effectively communicating product features and benefits to customers.
- Process Improvement: Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
- Identify trends in customer inquiries and feedback to inform product and service enhancements.
- Collaborate with cross-functional teams to ensure a seamless customer experience.
Good to have
- Excellent communication skills in both written and oral.
- Strong knowledge of ATS Onboarding solutions and the HR/recruitment industry is highly desirable.
- Good to have knowledge about CRM tool documentation.
- Willing to work in rotational shifts and during weekend if necessary.
Qualifications:
- Bachelors degree in a relevant field (Business, IT, or similar) with 65% / 6.5 CGA.
- Proven experience in a customer-facing role.
- Strong Client facing / Customer Relation skills.
- Ability to adapt to changing priorities and thrive in a fast-paced environment.
- A customer-centric mindset and a passion for ensuring customer success.
- Excellent communication, problem-solving, and interpersonal skills.
