Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.
This
role involves resolving customer queries, recommending solutions and guiding
product users through features and functionalities. To be successful in this
role, you should be an excellent communicator who’s able to earn our clients’
trust. You should also be familiar with using help desk software.
Key Responsibilities:
- Respond to customer queries in a timely and
accurate way, via phone, email or chat.
- Identify customer needs and help customers use
specific features.
- Analyze and report product malfunctions by
testing different scenarios or impersonating users on our platform.
- Update our internal database and the helpdesk
system with information about technical issues and useful discussions with
customers.
- Monitor customer complaints on social media and
reach out to provide assistance.
- Share feature requests and effective workarounds
with team members.
- Inform customers about new features and
functionalities.
- Follow up with customers to ensure their
technical issues are resolved.
- Gather customer feedback and share with our
Product, Operations and Sales and Marketing teams.
Work
closely with operations to reactively and proactively manage customer problems.
Qualifications and Skills:
Education:
Bachelor’s
degree or diploma in a related field.
Experience:
- 2+ Experience as a Customer Support Associate or
similar Customer Support role.
- Understanding of working of CRM systems.
- Familiarity with the mobility industry will be a
plus.
- Experience using help desk software and remote
support tools.
Skills:
- Excellent communication and problem-solving
skills.
- Patience when handling tough cases with
customers or others.
- Strong organizational and time-management
skills.
- Basic proficiency in Microsoft Office and Google
workspace Suite .
Other
Requirements:
- Willingness to travel to field locations as
needed.
- Flexibility to participate in on-call rotations.
How to Apply
