Customer Support Executive

Mô tả công việc

ABOUT THE ROLE
In your capacity as a Customer Support Executive, you will help us to offer an extraordinary experience to our customers that sets us apart from any other company. At Pixelz we believe that all our customers deserve the best possible customer experience at every touchpoint. Being part of the Global Customer Support Team, you will help us cater to thousands of global brands, going above and beyond customer satisfaction.
Acting as the voice, eyes and ears of Pixelz, you need to be an exceptional and capable communicator who breathes and lives our brand and ideals. Most importantly, you have to be passionate about impeccable customer service. Your main goal is to go above and beyond customer satisfaction and ensure that our customers get what they want at the right time and with the guaranteed Pixelz standards.
JOB RESPONSIBILITIES
Provide knowledgeable and timely support to our customers via email and live chat
Communicate customer requirements to Service Production Team
Cooperate closely with Customer Success Team to ensure customer satisfaction
Handle escalated issues and follow up with the relevant teams with full ownership
Communicate feature requests and bugs reported by customers
Make recommendations for service improvements
Help in creating a strong response pool (FAQ) for our customers
Align with sales in up-selling opportunities and cross-selling activities
Support rotating 24/6 shifts (5 to 6 work days a week)
Be a Customer Advocate for Pixelz and its services
Report to the Customer Support Team Leader
REQUIRED EXPERIENCE/SKILLS
2+ years of experience in customer service
Fluent English speaker. Additional languages will be a plus
Experience with web­-based customer support applications (Zendesk, Intercom etc)
General knowledge of Photoshop and photography is highly appreciated
Experience within SaaS companies is preferred
Strong writing skills and a keen eye for detail
Strong empathy for customers, and a ‘customer first’ mindset
Dependable and punctual, with strong time management and prioritizing skills
Team player with an upbeat personality