Customer Support Associate

About the Company:

Contlo is a pioneering AI marketing platform that empowers modern, fast-growing businesses to maximize their marketing efforts by harnessing the potential of their brand's own generative AI Model. Our platform enables businesses to drive customer retention through personalized campaigns and automated customer journeys using contextual Generative AI marketing capabilities across various touchpoints.

Job Summary:

The Customer Support Associate will be responsible for handling customer inquiries and resolving issues efficiently through our non-voice channels. The ideal candidate will have excellent written communication skills and a proven track record in a similar role.

Key Responsibilities:

• Customer Inquiry Handling: Respond to customer inquiries received through email, chat, and other non-voice platforms.
• Issue Resolution: Diagnose and resolve customer issues promptly, ensuring a high level of customer satisfaction.
• Communication: Maintain clear, concise, and positive written communication with customers.
• Documentation: Accurately document customer interactions and resolutions in our CRM system.
• Feedback and Escalations: Collect customer feedback and escalate complex issues to the relevant departments.
• Performance Metrics: Meet and strive to exceed key performance metrics, including response time, issue resolution time, and customer satisfaction ratings.
• Continuous Improvement: Contribute to the continuous improvement of the customer support process and knowledge base.

Qualifications:

• 0-2 years of experience in customer support, specifically in a non-voice process.
• Excellent written communication skills, with proficiency in English.
• Ability to multitask and handle a high volume of inquiries.
• Familiarity with CRM software and ticketing systems.
• Strong problem-solving skills and attention to detail.
• Comfortable working in a fast-paced environment.
• A team player with a positive attitude and strong work ethic.