Customer Support Associate

Afriex is an international money transfer fintech startup and we are looking for the next Rockstar Support Associate to join our team in the Philippines!

Are you.....

Obsessed with going out of your way to delight customers?
Someone who can balance efficiency & speed?
A problem solver?
A dynamic communicator?
Great at converting customers into passionate evangelists?
We’re a fully distributed team that works remotely from countries around the world. We may come from many different cultures and backgrounds, but it’s our values, our resourcefulness, and our drive that make us a team.

We work hard, think globally, and inspire each other to grow every day. If you’re the best at what you do and share our passion, we want you.

We’re seeking collaborative, organized, customer-focused, and independent go-getters to join us as Customer Support Associate. You will be part of a small team of like-minded individuals who think the customer is king.
We are looking to bring on a phone and live chat support specialist to work 5 pm-3 am US central time. This is about 8 am - 4 pm Philippines standard time, 7 days a week.

You will be supporting customers globally, English fluency is required and additional language is a plus!


RESPONSIBILITIES

-Communicate with customers via phone, email, social media, and chat.
-Addressing customers in a professional, respectful, and friendly manner.
-Proactively reach out to churned users to get insights and feedback.
-Follow up with users who signed up and verified but didn't transact on the app.
-Provide knowledgeable answers to questions about the product, pricing, and availability.
-Follow up with management about issues that have not been resolved, and in some positions, provide tech support over the phone.
-Work with internal departments to resolve customers' concerns.
-Taking ownership of customer issues, following up on outstanding requests, and escalating issues when necessary.
-Optimize tooling in Support -Aircall, Freshchat, FreshDesk, etc
-Data entry in various platforms.
-Other duties required.
-Bonus if you have worked at a fintech company

QUALIFICATIONS

At least 1 - 3 years of work experience in customer service.
Background in marketing is a great plus!
Can work on weekends.
Excellent phone etiquette and excellent verbal and written communication skills(great grammar and spelling skills with high attention to detail).
Ability to adapt and pivot quickly, reacting to changes in a constantly evolving organization.
A people person. Someone who knows how to make others feel special. Going that extra mile for ---------- ’s all about the little things.
Must be smart and resourceful. Someone who can overcome a challenge by thinking outside of the box.
Be open to embracing the entrepreneurial lifestyle.
Have experience working in a fast-paced environment.
Have comfort with using a variety of software technologies. The software we use includes Freshchat, FreshDesk, Aircall, Stripe, Slack, Google Drive, etc.
Someone who has the drive and determination to do a variety of work, and absolutely crush it!

Skills that are a big plus for this role:

Outstanding experience working inside a Customer Support team.
Experience creating or working with online communities.
Magical multitasking ---------- credible organization and time management skills.
A drive to help others transform their business and life.

Like What You See?

If you’re thinking: “This is totally me!” then be sure to apply below. Even if you’re thinking: “This definitely could be me!” apply below anyways, we love diverse and non-traditional backgrounds.

To ensure that you’ve read the whole ad, please sneak the word ‘Snowflake’ somewhere into your application.

We can’t wait to meet you!