Customer Engagement & Support Representative
YOU.comAbout the role
About You.com
You.com is the world's first AI assistant for chat, search, code, and creative generations. It summarizes the web for users, with superior privacy choices, and personalization.
About the Role:
We are in search of a dedicated and empathetic Customer Engagement & Support Representative to become a part of our team. The perfect candidate will have a passion for helping customers, resolving inquiries promptly, and ensuring a positive experience with our products and services. As a Customer Support Representative, you will be the face of our company, interacting with customers through various channels to address their concerns, answer their queries, and provide necessary guidance.
Key Responsibilities:
Address customer inquiries and concerns promptly and professionally through various channels.
Assist customers with troubleshooting and technical issues, aiming for first-contact resolution.
Document customer interactions in our CRM system, Braze, and track recurring issues for proactive solution development.
Collaborate with Sales, Product Development, and Operations teams to relay customer feedback and contribute to improvement efforts.
Strive to exceed customer expectations by delivering exceptional service.
Ensure internal SLA on issue resolution is met and monitor Net Promoter Score (NPS).
Prepare reports on customer engagement and support activities.
Operate and optimize the CRM platform for communication, engagement optimization, churn reduction, and reporting.
Develop user guides and other resources for user engagement and retention.
Qualifications:
At least 3 years in a Customer Support Representative capacity.
Excellent verbal and written communication skills.
Strong interpersonal skills and a customer-centric mindset.
Ability to remain calm and professional in challenging situations.
Detail-oriented with strong problem-solving abilities.
Prior experience in customer support or a related field is preferred but not required.
Proficiency in using CRM software and other relevant tools, we use Braze
Must be located and authorized to work in the US or Canada
This Job description was created with the assistance of Genius Mode on you.com.
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