Position Overview:We are seeking proactive and customer-focused Freelance Support Team Members to join our Sales Team at Nathan Digital Kenya. As a Support Team Member, you will play a crucial role in ensuring our clients receive exceptional service and support throughout their journey with us. This is a remote position with flexible hours, ideal for individuals who are passionate about customer satisfaction and eager to contribute to the success of our sales operations.
Key Responsibilities:
Provide timely and professional support to clients via email, chat, and phone, addressing inquiries, troubleshooting issues, and resolving concerns effectively.
Collaborate closely with the Sales Team to assist in the onboarding process of new clients, ensuring a seamless transition and exceptional customer experience.
Act as a primary point of contact for clients, maintaining strong relationships and serving as a trusted advisor to address their needs and inquiries.
Proactively identify opportunities to upsell or cross-sell additional products or services to existing clients, working closely with the Sales Team to maximize revenue.
Maintain accurate records of client interactions, inquiries, and resolutions using our CRM system, ensuring all communications are documented and accessible for future reference.
Stay updated on product knowledge, industry trends, and company policies to provide informed support and guidance to clients.
Collaborate with internal teams, including Product Development and Technical Support, to escalate and resolve complex issues promptly.
Contribute to the continuous improvement of our support processes and procedures, offering insights and suggestions for enhancing the overall customer experience.
Qualifications:
Prior experience in customer support, sales support, or a related field is preferred.
Excellent communication skills, both written and verbal, with a strong emphasis on professionalism and empathy.
Ability to multitask and prioritize tasks effectively in a fast-paced environment, while maintaining attention to detail and accuracy.
Proven ability to work independently with minimal supervision, as well as collaboratively within a team.
Proficiency in using CRM software and other support tools is advantageous.
Passion for technology and digital solutions, with a desire to learn and adapt to new technologies and processes.
Availability to work flexible hours, including evenings and weekends as needed, to accommodate client needs and support team objectives.
Bachelor’s degree or equivalent work experience preferred.
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