Customer Support Associate at Yo-Waste

Job Description Basic Requirements● Strong verbal and written communication skills are crucial for effectively interacting with our customers, understanding their needs, and providing clear and concise responses.● Should possess empathy toward customers’ concerns and demonstrate patience when dealing with challenging or upset customers.● The ability to analyze and resolve customer issues efficiently is important. The candidate should be able to think critically, troubleshoot problems, and provide appropriate solutions.● The candidate should be able to handle multiple customer inquiries simultaneously. Being able to prioritize tasks, manage time effectively, and handle multiple conversations or channels is important.● Proficiency in using computer systems, software applications, and customer relationship management (CRM) tools is required to document customer interactions, access information, and provide support efficiently.● The ability to adapt to changing situations, processes, and technologies is important.● Teamwork and Collaboration: Should be able to collaborate with other team members, such as supervisors, technical teams, or sales teams, to resolve customer issues.● Have a customer-focused mindset of putting the customer first.Key Responsibilities● Responding to customer inquiries: You will be responsible for promptly addressing customer inquiries and resolving their issues through various channels, such as email, phone, or chat. This involves providing accurate information about Yo-Waste’s services, addressing complaints, and ensuring customer satisfaction.● Providing product knowledge and guidance: You should have a deep understanding of Yo-Waste’s products and services to assist customers effectively. You will educate customers on how to use the platform, provide guidance on waste management practices, and help troubleshoot any technical or operational issues they may encounter.● Handling customer complaints: Inevitably, customers may have complaints or negative experiences. It would be your responsibility to listen attentively, empathize with their concerns, and work towards finding a satisfactory resolution. This may involve coordinating with other teams within the startup to address complex issues and ensure a positive customer experience.● Conducting customer training and onboarding: Yo-Waste may onboard new customers regularly. You will be involved in conducting training sessions, either remotely or in person, to guide new customers through the platform and help them understand its features and functionalities.● Monitoring customer feedback: You would be responsible for monitoring and documenting customer feedback, suggestions, and concerns. By collecting and analyzing this information, you can help identify trends, areas for improvement, and potential product enhancements, which can be shared with relevant teams within Yo-Waste.● Contributing to knowledge base and documentation: As you interact with customers and address their queries, you would contribute to the creation and maintenance of a knowledge base. This includes writing support articles, FAQs, and troubleshooting guides to help customers find answers to common questions independently.● Upholding brand reputation: As a customer support representative, you would be a representative of Yo-Waste. It is important to communicate professionally, maintain a positive attitude, and uphold the company’s values in all customer interactions. You would play a crucial role in shaping and maintaining the brand’s reputation.Working Days Mon – Friday (8am – 5pm).