Customer Support Associate
Respond.io
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Undisclosed
Kuala Lumpur
Full-Time
Job Description
About Respond.io
Founded in Hong Kong in early 2017, Respond.io is a Messaging CRM that provides businesses with the tools needed to chat with customers across several messaging apps.
Role Description
At Respond.io, Customer Support Associates are pivotal to our company’s success. You will be the go-to resource for our valued customers to ensure successful product adoption and retention through serving customers at scale. In this role, your main priority is to drive health and adoption at scale. This role will provide you an experience to manage our customers around the globe
Responsibilities
- Respond to inbound customer questions in a team environment, using our shared inbox tool to accelerate customer activation and engagement.
- Surface opportunities to test and implement programs that can effectively drive customer adoption across the customer base.
- Conceptualize, create, and implement adoption-focused projects on a quarterly basis to address gaps in customer utilization.
- Monitor common customer questions/ concerns and partner with cross-functional teams to suggest solutions.
- Empower customers to self-serve and help users navigate our on-demand success resources.
Job Requirements
Qualifications
- Excellent communication skills in English with an ability to clearly explain complex ideas verbally and in writing.
- The ability to speak in Spanish or Portuguese will be an added advantage.
- 3+ years of experience in a Customer Success role or equivalent.
- Superb listening skills and the proven ability to dig deeper to uncover the customer’s true objectives.
- Experience with CRMs like Hubspot, Salesforce, etc..
- Skilled in transforming customer vision into actual results within the product.
- You are confident in technical conversations, hearing “API” doesn't make you run and hide.
- High level of empathy - it’s important for our CSMs to be a good person to peers and customers.
- Excellent organization, and time management skills.
- Teamwork mentality and willingness to assist wherever needed.
Here's what's in for you
- You will become part of an amazing culture with smart teammates who actually care
- You will grow more here than you would anywhere else, that is a promise
- Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it!
- Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
- You'll get to experience a very competitive compensation
- You'll be covered exclusively on one of the highest medical and dental insurance especially for you
- Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.
- You'll be entitled to stock options with terms and condition
- Flexible working environment and working hours
- Beer O'Clock on Fridays? Naah, we have it every day!
Company Benefits
Game Room, Nap Room, Shower Room
Have a break, have a KitKat? Let's try playing games, having a quick nap, or then maybe a hot shower in rainy weather to freshen up?
Beer O'Clock everyday
Beers on Fridays? Naah, we have free beers daily.
Dental Insurance
We've even got your dental insurance covered. Cashless transaction makes it even awesome!
Medical Insurance
Your insurance is on us. You'll be insured by the highest paid plan.
Our Own Barista
You'll get UNLIMITED coffee from our dedicated barista
MacBook Pro
You'll be given a company's laptop specifically for you
Additional Info
Experience Level
1 - 7 Years of Experience
Job Specialisation
Customer Service
Company Profile
Respond.io
Founded in Hong Kong in early 2017, Respond.io is a Messaging CRM that provides businesses with the tools needed to chat with customers across several messaging apps.
Our mission is to improve the relationships between businesses and their customers.
Our mission is to improve the relationships between businesses and their customers.
With over 4 billion messaging accounts worldwide, people spend more time messaging than any other activity online. This shift, combined with the power of conversation at scale, creates an opportunity to make interacting with the brands easier, more immediate, and ultimately more productive.
As consumers grow to demand personal communication on a wide variety of channels, businesses are looking to their software vendors and partners to innovate and deliver these customer experiences.
We’re here to make customer communication simple, engaging & fruitful.
The team brings together years of experience building messaging products and business-to-business software companies. We believe in personal interactions at scale as the primary form of communication between businesses and customers. In everything we do, we strive to build the best possible product and empower businesses to create delightful experiences for all their customers
Customer Support Associate
Respond.ioUndisclosed
Kuala Lumpur
Full-Time
This job is no longer available