Customer Support Specialist

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.
Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 500 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

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
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Follow up on Bad ratings
• Handle subscription adjustments
• Maintain External and Internal documentation
• Handle NPS and Mobile app reviews
• Handle disputes and lost cases
• Handle opportunities
• Handle Business Directory profiles
• Monitor internal channels and act reactively in case of any service disruption
• Monitor ticket trends for any service disruption and alert customers and relevant MT Team
• Create website notifications for any major issue

You are or have

• 2+ years in customer support 
• Strong problem-solving skills, ability to improve processes and is good at knowledge transfer
• Mindset to automate recurring tasks
• Worked cross-functionally with other teams to handle client requests
• Excellent attention to detail
• You are a self-starter and able to work independently
• You enjoy finding solutions
• Enjoy working in a busy, fast-paced environment, you will demonstrate strong time management & prioritisation skills

We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?
We make things happenWe act decisively and with purpose, going the extra mile.
We build
togetherWe foster relationships and develop creative solutions to address market challenges.
We are here to helpWe are accessible and supportive to colleagues and clients with a friendly approach.

Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.


By applying, I confirm that I have read and accept the Staff Privacy Notice