User Support Agent

We are looking for 3 Support Agents to join our global user support team and assist our users in resolving queries via our live chat by recommending solutions and guiding users through features and functionalities to maximize their use of our services.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust and guide them with the best in class customer service. You should also be familiar with help desk software.

This position is on a shift basis with a high probability of being night shift based on operational needs. We require you to work initially minimum 20 hours and build up to 40 hours as you develop and learn our product and processes.

Responsibilities:

Respond to customer queries in a timely and accurate way, via chat and email services.
Identify customer needs, troubleshoot root cause of problems and help customers use our services.
Become an expert related to Freecash products and services to better assist users
Identify and report product malfunctions on Freecash to internal stakeholders.
Monitor customer complaints on social media and reach out to provide assistance.
Share feature requests and effective workarounds with management.
You will also monitor for potential fraud and assist our users with crediting/withdrawal queries.
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, Sales and Marketing teams.

Requirements and skills:

Minimum 1 year experience as a Customer Support Agent or similar customer facing roles.
Fluency in English, written and spoken.
Familiarity with our industry is a plus.
Experience using help desk software and remote support tools.
Understanding of how CRM systems work.
Excellent communication and problem-solving skills.
Multi-tasking and prioritisation abilities.
Patience when handling tough cases and customers.
Work from your own laptop/desktop (no mobile devices).
No internet cafe or public wifi.