Customer Service & Support Associate at Beem
Job Overview
Customer Service & Support Associate at Beem
Customer Service & Support Associate at Beem
Africa Full
Dar es Salaam
Ajirayako.co.tz is a leading jobsite in Tanzania. We list the latest jobs in Tanzania from leading Companies, Beem Africa is currently looking for a qualified and energetic Tanzanian to fill the job position of Customer Service & Support Associate
Beem is a Pan-African tech startup based in Dar es Salaam, Tanzania but with a presence across more than 25 African markets. Our unique service provides enterprises the ability to reach customers across Africa using sms, USSD, airtime and other services. Our company has been named a Forbes Africa top 20 technology startup and has also been featured on Al-Jazeera, BBC Africa and ChoiceFM. Read more about our story at www.beem.africa/about.
Position Summary
As a Customer Service & Support Associate, you will be the first point of contact for customers, responsible for delivering exceptional service and support. Using your problem-solving and analytical skills, you will address customer inquiries with great empathy, resolve issues, and ensure a positive experience with our products or services.
You should have an urge to solve problems, prioritize and execute tasks in a high pressure environment and communicate effectively across teams internally and with customers at all levels. You will specifically be responsible for all inbound/outbound customer support issues pertaining to SMS and other platforms.
Culture, Career Growth and Development / Life At Beem
At Beem, our most valuable resource is our people. We’re serious about our work, but embrace fun and flexibility to get the job done. We believe that employee satisfaction starts with creating a supportive and inclusive environment where employees feel welcome no matter their personal or professional backgrounds. We’ve developed a unique culture of constant learning and are investing in developing our people. Through regular feedback on your performance and monthly reviews, you get an opportunity to discuss your challenges, aspirations, career goals and continuously keep growing in a fast-paced organization, thus building a rewarding long-term career.
Responsibilities/Duties:
Responding to Customer Inquiries: Handling all inbound/outbound questions and concerns from customers through various channels such as phone, email (ZohoDesk) live chat, or Slack
Providing Product/Service Information: Offering detailed and accurate information about the company’s products or services to help customers make informed decisions and educating customers on new features and providing training/demonstrations on how to use the messaging gateway as well as other products effectively
Troubleshooting and Problem Resolution: Identifying and resolving customer issues proactively, whether they relate to product usage, billing, or other service-related concerns.
Documenting Customer Interactions: Keeping detailed records of customer interactions, including inquiries, complaints, and resolutions, in the company’s ticketing system.
Escalating Complex Issues: Recognizing when a problem requires additional support and escalating it to the appropriate department. Proactively keeping a check on system and server alerts and escalate upwards when needed to higher-level technical support or engineering teams when necessary
Maintaining Customer Satisfaction: Ensuring that customers have a positive experience by providing timely, courteous, effective and quality support.
Collaborating with Other Departments: Working closely with other teams, such as technical support, sales, finance, customer success or engineering, to ensure customer issues are fully resolved.
Providing Feedback for Improvement: Reporting recurring issues or customer feedback to help improve products, services, and processes.
Adhering to Company Policies: Following the company’s guidelines and policies to ensure consistent and professional service delivery.
Working Hours: Flexible with working hours to ensure every customer gets an answer within given timeframes. Be available for shifts on Sundays/Public holidays
Technical maintenance and backups procedures: Communicate any service disruptions or scheduled maintenance activities to customers and ensure minimal impact on their operations and assist during internal technical maintenance and backups procedures
Documentation: Create and maintain detailed technical documentation, FAQs, and knowledge base articles to assist customers with common issues. Manage respective trackers: technical support contacts, test devices, escalation matrix, Sender ID Requests
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This position is for you if you:
Can work successfully as a member of a team or individually with a high level of accuracy and urgency.
Have a strong commitment to proactive customer service
Demonstrate ability to communicate effectively (both written and verbal) and to establish credibility and good working relationships with customers of all levels, including the ability to handle difficult clients and partners.
Can identify and analyze problems or issues and be creative/practical in the development of suitable solutions
Can prioritize effectively and efficiently and execute tasks in a high-pressure work environment to ensure timeframes are met.
Are patient, curious, detail oriented and eager to solve problems
Possess the ability to absorb and retain information quickly
Have experience working in a team-oriented, collaborative environment.
Resourcefulness and flexibility in troubleshooting issues
Possess a can-do attitude, ready to take challenges head on
Are a multi-tasker with the ability to wear many hats in a fast-paced environment and to change from one task to another with ease.
Benefits
Competitive Salary
Laptop
Team events & training
Health Insurance Subsidy
Airtime & Travel Expenses
