Head of Customer Service

Job Description

Respond to customer queries in a timely and accurate way, via phone, email or chat

Identify customer needs and help customers use specific features

Analyze 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

Monitor customer complaints on social media and reach out to provide assistance

Share feature requests and effective workarounds with team members

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

Job Requirements:

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 abilities

Patience when handling tough cases

BSc in Information Technology or relevant diploma