Customer Service at PlanX

Job Description

Key Responsibilities

• Provide comprehensive customer support by addressing inquiries, troubleshooting issues, and offering guidance through various communication channels.
• Act as a liaison between customers and internal technical teams to resolve business process-related problems requiring specialized expertise.
• Document customer interactions and track resolution progress to ensure accountability and continuous improvement in service delivery.
• Collaborate with research and development to identify technical bottlenecks, prioritize fixes, and validate solutions for complex problems.
• Develop and maintain customer relationship management systems to streamline support processes and enhance operational efficiency.
• Conduct regular follow-ups with customers to confirm problem resolution, gather feedback, and build long-term trust and loyalty.
• Stay updated on industry trends and technological advancements to provide informed solutions and anticipate customer needs.
• Coordinate with quality assurance teams to ensure all support actions meet service standards and regulatory requirements.
• Participate in training sessions to improve support skills and stay aligned with company policies and procedures.
• Manage customer escalations effectively, escalating critical issues to senior management when necessary.

Job Requirements

• Minimum of a bachelor's degree in business administration, computer science, or a related field, with a preference for advanced degrees or professional certifications in customer service or technical support.
• Proven experience in customer support roles, preferably with 3+ years in a technical or business process environment, demonstrating strong problem-solving abilities and communication skills.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts in a clear and concise manner to non-technical stakeholders.
• Strong analytical skills to diagnose and resolve business process issues, coupled with the ability to collaborate effectively with cross-functional teams.
• Proficiency in using CRM software and other customer support tools to manage interactions and track resolution progress efficiently.
• Ability to work independently and manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Knowledge of technical documentation standards and the ability to create clear, actionable instructions for customers and internal teams.
• Experience with project management methodologies to coordinate support initiatives and ensure timely delivery of solutions.
• Strong interpersonal skills to build rapport with customers and maintain positive relationships with internal stakeholders.
• Ability to adapt to changing priorities and work in a fast-paced environment while maintaining a customer-centric approach.