Customer Support Executive Job at RedCloud Technology

RedCloud is a highly-diverse, dynamic team comprised of driven talent from 21 different countries, speaking at least 10 languages, with a footprint in seven locations worldwide - and we’re still growing. With a team across 3 continents, over 30+ nationalities contributing to open commerce movement, we’re always looking for new talent to join our mission and drive our business and our technology forward, from our touchpoints in London, Buenos Aires and Lagos.

Our vision is to reinvent the way in which financial services and products are delivered. The company's goal is to pioneer the way in which more than 100 million businesses around the world access any financial product easily and securely, to help them succeed in the fourth industrial revolution. Our mission is to grow global online commerce for the world’s small businesses by removing the barriers to online trading for hundreds of millions of independent retailers and their suppliers across the world’s supply chains.

We are recruiting to fill the position below:

Job Position: Customer Support Executive

Job Location: Lagos
Employment Type: Full-time
Department: Customer Success

The Role

• As a part of the Service Excellence team, the Customer Support Executive (CSE) will be a responsible for Proactive and Reactive communication to all customer groups within RedCloud.
• This means managing incoming engagement from multiple channels such as voice, Whatsapp and other social media channels. While also driving engagement initiatives during the Customer Journey from onboarding, handholding order closures, customer retention & win-back.
• The Service Excellence team is responsible for delivering best-in-class experience to all prospective and existing customers of RedCloud. We are looking for generalists and not specialists!
• The role-holder would enjoy conversing with people, show high ownership levels and be a ‘doer’!

Main Responsibilities

• Provide comprehensive customer support: The Customer Support Executive (CSE) is responsible for handling all customer inquiries, concerns, and issues related to the platform. This includes responding to customer queries via various communication channels (phone, email, chat), troubleshooting technical problems, and ensuring prompt resolution of customer issues.
• Manage new prospective inquiries: This involves promptly responding to sales inquiries and providing support throughout the signup process. The Customer Support Executive acts as the primary point of contact for potential customers, helping to build a positive impression and encouraging them to choose and remain with RedCloud.
• Maintain documentation and knowledge base: The Customer Support Executive maintains a comprehensive knowledge base and documentation of all inquiries, frequently asked questions, common issues, and their resolutions. This helps streamline customer support operations by providing quick and accurate responses to customer inquiries. They also contribute to the continuous improvement of the platform by providing feedback from customers and identifying areas for enhancement or refinement.
• Proactive engagement: The Customer Support Executive plays a crucial role in the onboarding process of new customers, managing the order journey, and driving customer success and retention. They engage with customers, guide them through the platform's features and functionalities, and provide assistance to ensure a positive customer experience and encourage long-term retention.
• Collaborate with cross-functional teams: The Customer Support Executive works closely with other teams within the organization, such as product development, sales, and marketing. They collaborate to address customer feedback, share customer insights, and provide input for product improvement. Additionally, they may participate in team meetings, training sessions, and workshops to enhance their knowledge and skills related to the Open Commerce platform.

What we are Looking for in a Candidate

• 2-5 years of customer support experience.
• Excellent verbal and written communication to interact effectively with customers and internal teams.
• Analytical, calm under pressure, and capable of providing timely resolutions to complex customer problems.
• Passionate about delivering exceptional customer experiences and empathizing with customer needs.
• Comfortable troubleshooting, guiding customers through platform features, and adapting to new technologies.
• Highly organized, able to manage multiple inquiries, and ensure proper documentation and resolution tracking.

Benefits

• 25 Days Annual leave, increasing to 26 days after 12 months in the business
• Stock Options