Selar offers an all-in-one e-commerce platform for selling digital products and services to a global customer base.
Our dedicated CX team processes an average of 1000 tickets per day, making this a full-time commitment.
Joining the Selar team is a significant opportunity, and we urge you to complete this form with careful attention to detail and complete honesty.
Job Description
- As part of an ongoing engagement, we are looking to hire a customer support associate for a full-time remote position.
- In this role, the ideal candidate will act as the first point of contact for customers with requests or complaints and are expected to provide information and resolve issues in an exceptional way.
- Ultimately, we are looking for people who don’t just respond quickly to requests, but solve problems to make our customers’ experience of our product better.
- What We Are Looking For
- We are looking for problem solvers who are genuinely excited about helping people get unstuck. Our ideal candidate is curious, empathetic and detail-oriented.
- You are a great communicator, proactive and responsive.
- You can troubleshoot and investigate how to address a problem, and you go beyond what customers ask for to identify what they actually need.
- You strive for excellence in all you do, and you understand the value of responding in a timely and efficient manner to customer requests in a way that maintains high customer satisfaction.
A Day in This Role
A typical day for you in this role looks like:
- Managing inbound email and instant chat requests from customers in a prompt and professional manner
- Identifying and assessing customers’ needs to achieve satisfaction
- Escalating complex requests through appropriate channels
- Following up with customers to ensure the resolution
- Occasionally calling customers to resolve issues quicker (in the event of prolonged email back and forths)
- Keeping records of customer interactions, processing customer accounts and payment documents.
What You Should Have / Be Able To Do
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In this role, you will deal with a number of customer tickets daily (average of 100). These are a combination of inquiries, requests and complaints from eager, sometimes impatient and disgruntled customers.
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We expect you would be able to respond to these messages in a calm and welcoming manner at all times.
You Should Also Have:
- Excellent writing, speaking, comprehension and interpersonal skills
- Keen attention to details
- Empathy and patience
- Ability to be proactive, take ownership and initiative
- A passion for building amazing products and user experiences
- Customer orientation and ability to adapt/respond to different types of personalities
- Ability to multitask, prioritize, and manage time effectively
- A working laptop that you know how to use dexterously and reliable internet
- Experience working with Zoho desk and suite is also an added advantage
What You Can Expect in the Hiring Process
- Step 1: Application Form – Use this form to introduce yourself and showcase why you are an excellent fit for the role and complete the test.
- Step 2: Interview Invitation – Our hiring team will invite you for a chat to discuss your CX interest and qualities.
- Step 3: Final Introductory Call – Congratulations on making a great impression! You will meet other team leads and demonstrate the unique skills you will bring to Selar.
- Step 4: Hiring Wrap-Up – After receiving a congratulatory message and an offer letter, you will speak directly with the hiring manager to conclude your applicant journey.
- Step 5: Welcome and Onboarding – Get ready to join the team! We will provide a smooth onboarding process to help you settle in quickly and comfortably.
Compensation and Benefits
- Compensation: N200,000-250,000 Monthly
- Work remotely: Live and work wherever you like!
- Healthcare Plan
- Continuous learning and development initiatives
- Rent Support
- Paid birthday off-days
- Holiday and Sick Leave
