Customer Service at BitOasis

Job Description

Key Responsibilities

• Respond to customer queries through multiple channels including phone, email, and live chat, ensuring timely and accurate resolution
• Identify customer needs and provide guidance on utilizing specific product features and functionalities
• Analyze and report product malfunctions by conducting thorough testing of scenarios or simulating user interactions
• Update internal databases with detailed records of technical issues, customer discussions, and solutions implemented
• Monitor customer complaints on social media platforms and initiate outreach to address concerns and provide support
• Document and share feature requests, effective workarounds, and customer feedback with relevant teams
• Inform customers about new product features and functionalities through clear communication and training
• Follow up with customers to verify that technical issues have been fully resolved and satisfaction is achieved
• Collaborate with Product, Sales, and Marketing teams to gather insights and improve service offerings
• Adhere to company protocols and maintain confidentiality of customer information throughout the contract period

Job Requirements

• Proven experience in customer service or technical support roles, with a strong track record of resolving complex issues
• Excellent communication skills, including the ability to articulate solutions clearly and professionally via phone, email, and chat
• Strong analytical abilities to diagnose technical problems and develop effective troubleshooting strategies
• Proficiency in using customer relationship management (CRM) tools and database systems for issue tracking and reporting
• Ability to monitor social media platforms and respond to customer concerns in a timely manner
• Knowledge of product features and functionalities to provide accurate guidance and support
• Strong organizational skills to manage multiple customer interactions simultaneously and prioritize tasks effectively
• Basic understanding of technical concepts to assist with problem diagnosis and resolution
• Ability to work independently and collaboratively within a team environment
• Excellent time management skills to meet service level agreements and maintain productivity during the 6-month contract

Additional Information

This is a temporary position with a fixed duration of 6 months, offering an opportunity to work with a dynamic team while gaining valuable experience in customer service operations. The candidate will be expected to maintain a professional demeanor at all times, ensuring positive interactions with customers and stakeholders. This role requires flexibility to adapt to changing priorities and a commitment to continuous improvement in service delivery. The successful applicant will receive training on our systems and processes to ensure effective performance during the contract period.