Roles at ZentRole details
Customer Support Representative
Job Summary
As a Customer Support Representative at Zent, you will be the first point of contact for our vendors and customers, ensuring they have a smooth and successful experience on our platform. You will assist with onboarding, troubleshoot issues, and provide guidance on using Zent's features effectively. Your role is crucial in maintaining high customer satisfaction by delivering prompt, professional, and empathetic support. If you enjoy problem-solving and helping businesses grow, this is the perfect opportunity for you!
Job Descriptions
Responsibilities:
- Serve as the first point of contact for businesses and customers, providing timely and helpful responses to inquiries via email, chat, phone, and social media.
- Assist businesses with onboarding, store setup, product listings, payments, and other platform-related concerns.
- Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team when necessary.
- Educate businesses on how to maximize the use of Zent's features and services to grow their businesses.
- Maintain a high level of professionalism and empathy while handling customer interactions.
- Document customer feedback and recurring issues to help improve the platform and customer experience.
- Collaborate with the product and technical teams to ensure a seamless user experience.
- Stay up to date with platform updates, new features, and policies to provide accurate information to businesses.
Requirements:
- Previous experience in customer support, preferably in an e-commerce or SaaS environment.
- Strong communication skills (verbal and written) with a customer-first mindset.
- Ability to handle multiple inquiries simultaneously while maintaining efficiency and quality service.
- Problem-solving skills.
- Familiarity with customer support tools such as Intercom or similar platforms.
- Basic knowledge of e-commerce operations and online store management is an advantage.
- Ability to work independently and as part of a team.
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