Customer Advocate | Customer Support  

About The Role

We are looking for a highly talented individual to become a First Circle guru for our customers.

You will be providing world-class support to our customers through many different channels of communication - including: email, phone, live chat, social media. You will be responsible for identifying the root cause of customer problems, resolving issues and co-ordinating responses from various internal departments.

You will surface qualitative insights that will shape our product development and strategy. You will also be responsible for creating and maintaining documentation regarding issue resolution and FAQ's.

You're a great fit if you are empathetic, are driven to help customers, and have the ability and desire to foster a deep understanding of our products.

YOUR MAIN DUTIES & RESPONSIBILITIES

• Be First Circle's ambassador to customers
• Answer or co-ordinate answers for all inbound questions from customers or potential customers
• Proactively look for solutions to problems and propose improvements if something can be done better
• Own the customer experience and work to exceed customer expectations. You will be expected to treat customers as you would treat a guest in your own home.
• Create and maintain issue resolution documentation

What Are We Looking For

Soft skills:

• You love talking to people and building relationships
• You are able to connect with people in a genuine way that lets them know you care about their issues
• You're a team player that can follow and lead as situations demand
• You're able to make decisions and solve problems
• You have an ability to explain complex issues in simple terms
• You're organised and able to plan and prioritize work

Technical skills and experience required:

• Bachelor's degree
• Ability to evaluate, resolve, and follow-up on customer issues as well as document for further escalation
• Experience in a customer-facing role a plus

You are an ideal candidate if:

• You are eager to learn and voice your opinion
• You're diligent and enjoy taking more and more responsibility
• You enjoy a fun and friendly work environment