Customer Support Expert

hace 3 días

Medellín, Antioquia, Colombia Sana Commerce A tiempo completo

At Sana Commerce, we're on the lookout for a dynamic Customer Support Specialist who thrives on delivering exceptional customer experiences. Reporting directly to our Head of Customer Support, you'll play a crucial role in ensuring our users receive top-notch support, especially as they build incredible e-learning content.

Our dedicated team is committed to maintaining a minimum CSAT of 95% and a first response time median of under 5 minutes, both of which we consistently exceed. We need someone like you to help us maintain and even surpass these standards, ensuring our customers are not just satisfied but delighted.

Key responsibilities include:

  1. Interacting with customers through multiple channels (chats, emails, and calls)
  2. Sharing best practices and recommendations
  3. Registering customer responses, complaints, and remarks and handling requests for assistance
  4. Collaborating cross-functionally with other teams (sales, development, marketing, and testers)
  5. Contributing to overall improvement of internal processes and being the voice of customers in our team
  6. Achieving the minimum successful indicators for our KPIs
  7. Striving to keep our customers satisfied

Requirements include:

  1. Bachelor's degree or higher
  2. 1-2 years of experience in a similar role
  3. Strong command of the English language, both in written and verbal communication skills
  4. Customer-centric with a clear ambition to help
  5. Strong communication skills, with the ability to listen actively to customer needs
  6. General computer skills and knowledge of online software products and services (SaaS)
  7. Positive and passionate attitude towards responsibilities
  8. Polite, diligent, and a team player
  9. Ability to handle multiple tasks simultaneously and maintain stress resistance

As a Customer Support Specialist at Sana Commerce, you'll be part of a fast-growing start-up environment where you can make an impact from day one. You'll work in an international team, surrounded by passionate and dedicated colleagues, with the possibility to further grow within the company due to our rapid growth.

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