Customer Service Representative

Position Overview:
A proactive and detail-oriented to assist end users with inquiries related to our cloud-based interactive services. These include alarm system Apps, SIM cards, monitoring services, and billing.

The role primarily involves responding to customers via email and WhatsApp, with occasional phone support for complex payment-related cases. Success in this position requires exceptional communication skills, strong problem-solving abilities, and a customer-focused mindset.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email and WhatsApp, maintaining a high standard of written communication.
• Resolve issues related to charges, payments, subscription services with clarity & efficiency.
• Provide guidance on billing, service features, and account management processes.
• Handle escalated or complex payment-related cases via phone, as needed.
• Accurately document and track customer interactions in the CRM system.
• Collaborate with internal teams to escalate and resolve technical or complex issues.
• Identify recurring customer concerns and share insights to enhance processes and improve customer experience.

Requirements:

• Fluency in English (written and spoken) is mandatory; proficiency in additional languages is a plus.
• Strong interpersonal & communication skills, with an empathetic approach to customer interactions.
• Previous experience in customer service, ideally in SaaS, subscription-based services, or a similar field.
• Basic understanding of billing systems and processes.
• Proficiency in using CRM and communication tools.
• Highly organized and capable of managing multiple inquiries effectively.
• Ability to work independently and maintain focus in a dynamic environment.
• Experience supporting digital or cloud-based services.
• A proactive problem-solving mindset with a dedication to achieving customer satisfaction.