Customer Support Rep Job Wowzi

Jobs In Kenya
Jobs In Kenya
Customer Support Rep Job Wowzi

Customer Support Representative Job, Current Customer Service Jobs,

About the Role

Customer support representatives are all about helping and educating both influencers and advertisers. A CS rep takes angry users and turns them into Wowzi’s strongest evangelists, and are always looking for unique and exciting ways to solve problems. Key roles will include:

Technical Customer Support

  • Acknowledge and resolve complaints via Intercom, phone, email, mail,playstore, and social media.
  • Respond to all playstore comments and escalate any unresolved issues
  • Communicate with customers through various channels on the product features and product development
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Build sustainable relationships of trust through open and interactive communication
  • Providing feedback on the efficiency of the customer service process.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs

Social Media Management

  • Manage all social advertising campaigns.
  •  Managing Playstore comments and getting 10 5-start ratings daily
  •  Assisting in other operational duties such as social media checks etc

Customer Relationship Management

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Ensure customer satisfaction and provide professional customer support.
  • Responding promptly to customer inquiries.
  • Triage issues and escalate them when necessary
  • Build loyalty among new users and get our early adopters to keep using and advocating for Wowzi

Key Performance Indicators

  • Customer Response Rate
  • Customer Satisfaction Score
  • Customer Retention Rate
  • Net Promoter Score (Likelihood of customer referrals)
  • Number of resolved issues on customer support
  • Social Media Engagement
  • PlayStore rating

How To Apply

If you are up for the challenge. Please send you application to careers@wowzi.co by the 27th of November, 2020!!

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2020-11-24T14:46:46+03:00