Job Title:

Responsibilities:

• 1. Respond promptly to customer inquiries and provide accurate information about Gofree via email, chat, and phone.
• 2. Troubleshoot technical issues and provide step-by-step guidance to users to resolve problems effectively.
• 3. Document and track customer interactions and issue resolutions using our CRM system.
• 4. Collaborate with cross-functional teams, including product development and quality assurance, to escalate and resolve complex issues.
• 5. Identify recurring issues or trends and communicate them to the relevant teams for further investigation and resolution.
• 6. Educate users on the features and functionalities of Gofree’s app to enhance their overall experience.
• 7. Maintain a positive and professional attitude while handling challenging customer situations and complaints.
• 8. Stay up-to-date on product updates, new features, and industry trends to better assist customers and provide relevant information.
• 9. Participate in ongoing training and development programs to enhance product knowledge and customer service skills.

Requirements:

• 1. Bachelor's degree in Business Administration, Communication, Information Technology, or related field.
• 2. Proven experience in customer support or a related role, preferably in the fintech or technology industry.
• 3. Strong interpersonal and communication skills, with the ability to empathize with customers and address their needs effectively.
• 4. Proficiency in using help desk software, and other customer support tools.
• 5. Excellent problem-solving skills and attention to detail, with the ability to follow through on issues until resolution.
• 6. Ability to work independently and collaboratively in a fast-paced environment.
• 7. Flexibility to work shifts, including evenings, weekends, and holidays, based on the company’s needs.
• 8. Strong commitment to providing exceptional customer service and exceeding customer expectations.
• 9. Familiarity with financial technology, digital payments, and mobile apps is a plus.

Preferred Qualifications:

• 1. Experience working in a startup or high-growth company environment.
• 2. Knowledge of regulatory requirements and compliance standards in the financial services industry.
• 3. Multilingual proficiency to support users in different regions and languages.
• 4. Certification in customer service or related field is an advantage.