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    Customer Support Executive - Perak, Malaysia, Ipoh - Deriv

    Deriv
    Deriv Perak, Malaysia, Ipoh

    Found in: Foundit MY A2 - 6 days ago

    Default job background
    Full time
    Description

    Overview

    We are seeking a dynamic and resilient individual to join our Client Support team. In this role, you will play a crucial part in ensuring our clients receive unparalleled support, particularly when faced with challenges. As a Client Support team, you will be at the frontline, navigating complex issues with a solution-oriented mindset, and contributing to the overall success of our client relationships.

    Responsibilities

    Championing Client Success:

    • Act as the primary point of contact for clients, addressing their concerns, inquiries, and challenges with empathy and professionalism.
    • Collaborate cross-functionally to provide timely and effective solutions, ensuring client satisfaction and retention.

    Problem Resolution:

    • Diagnose and troubleshoot client issues, utilizing both product knowledge and critical thinking skills to identify root causes and implement lasting solutions.
    • Proactively identify potential challenges and work to prevent them, mitigating risks and ensuring a seamless client experience.

    Continuous Improvement:

    • Analyze recurring issues to identify patterns and propose improvements to products, processes, or documentation to enhance the overall client experience.
    • Provide feedback to the product and development teams based on client interactions, contributing to the ongoing improvement of our offerings.

    Technical Aptitude:

    • Develop a deep understanding of our products and services, enabling you to guide clients through technical challenges and ensure they maximize the value of our solutions.

    Documentation and Knowledge Sharing:

    • Create and maintain comprehensive documentation on common client challenges and their resolutions, fostering knowledge sharing within the team and the organization.

    Client Education:

    • Empower clients by providing clear and concise guidance on using our products effectively, addressing common challenges, and promoting self-service resources.
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