Associate/Senior Associate, Customer Support

About the role

Quantanite is seeking a dedicated Associate or Senior Associate for our Customer Support team in Dhaka. This temporary position is ideal for individuals who are passionate about delivering exceptional customer service and are eager to contribute to a dynamic and innovative environment. In this role, you will be the first point of contact for our clients, ensuring their inquiries are addressed promptly and effectively, while also playing a crucial role in maintaining high levels of customer satisfaction.

Key facts

What you'll do

• Serve as the primary contact for customer inquiries, providing timely and accurate information to enhance customer satisfaction.
• Manage and resolve customer issues through various channels, including email, phone, and chat, ensuring a seamless experience.
• Collaborate with cross-functional teams to address customer concerns and improve service delivery processes.
• Document customer interactions and feedback in our internal systems to help identify trends and areas for improvement.
• Assist in the development of customer support materials, including FAQs and troubleshooting guides, to empower customers and enhance self-service options.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Analyze customer feedback and service metrics to identify opportunities for enhancing the customer experience.
• Contribute to team meetings by sharing insights and suggesting improvements to existing support processes.
• Support the onboarding of new team members by providing guidance and sharing knowledge about customer support practices.
• Engage in continuous learning and professional development to advance your skills within the customer support domain.
• Maintain a positive and professional demeanor while handling challenging customer interactions.
• Uphold the company's values and standards in every customer interaction, ensuring a consistent brand experience.

Requirements

• A minimum of 2 years of experience in customer support or a related field, preferably in a fast-paced environment.
• Strong verbal and written communication skills in English; proficiency in additional languages is a plus.
• Demonstrated ability to handle customer inquiries with empathy and professionalism.
• Proficiency in using customer support software and tools, such as ticketing systems and CRM platforms.
• Excellent problem-solving skills, with the ability to think critically and adapt to changing situations.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.
• A team-oriented mindset with a willingness to collaborate and support colleagues.
• Familiarity with the tech industry or experience in a tech-related customer support role is advantageous.

Nice to have

• Experience working in a remote or hybrid work environment.
• Knowledge of customer service metrics and performance indicators.
• Previous experience in training or mentoring new team members.
• Familiarity with data analysis tools to assess customer feedback and service performance.
• A background in project management or process improvement initiatives.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Experience with customer support platforms such as Zendesk, Freshdesk, or similar tools.
• Strong analytical skills to interpret data and generate actionable insights.
• Ability to use collaboration tools like Slack, Microsoft Teams, or Zoom effectively.
• Familiarity with social media platforms and their role in customer engagement.

Practical notes

• This position is temporary, with the possibility of extension based on performance and business needs.
• Candidates must be eligible to work in Bangladesh and may require a work visa depending on their nationality.
• The role may involve flexible working hours to accommodate customer needs across different time zones.
• Interested applicants can apply through the following link: [Quantanite Careers](https://quantanite.bamboohr.com/careers/775).

Join Quantanite and become a part of a team that values innovation, collaboration, and customer satisfaction. We look forward to welcoming a new member who is ready to make a positive impact in our customer support operations.