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Customer Consultant

 

Company Name: Fable Fintech
Position Title: 
Customer Support
Location: 
Kanjurmarg
Experience: 
2-3 Years
Position Reports to: 
Manager

Responsibilities include:

  • Responding to customer queries in a timely and accurate way, via phone, email or chat
  • Identifying customer needs and helping customers use specific features
  • Analysing and reporting product malfunctions

Job brief:

We are looking for a Customer Consultant to assist our customers with technical problems when
using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending
solutions and guiding product users through features and functionalities. To be successful in this
role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also
be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer
support during all sales and after-sales procedures.

 

Role and Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyse and report product malfunctions (for example, by testing different scenarios or
    impersonating users)
  • Update our internal databases with information about technical issues and useful
    discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives

 

Requirements:

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • BSc in Information Technology or relevant diploma
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