Customer Support Executive

Your role at Xevera: You will need to take on a business critical position that includes providing support and issue resolution by ensuring excellent service is provided across all types of communications to our existing clients. You will support our clients through live-chats and email as well as phone calls. You will: - Customer Support: Respond to customer queries via email, chat, and phone in the native language (Urdu, Bengali, Arabic, Khmer, Indonesia and Thai) promptly and accurately. Native is preferred. - Provide personalized support for customers from the native market, ensuring cultural sensitivity and relevance in communication. - Address concerns and resolve issues related to product usage, billing, and technical inquiries. - Process client requests and resolve issues via live chat, phone call, and email through the CRM system while paying attention to accuracy and detail. - Escalate the issue to the appropriate specialist when needed via Salesforce or Jira. - Update clients on their request statuses accordingly. - Verify documents submitted by clients on an hourly basis. - Market-Specific Support: Leverage your knowledge of the native market (African continent, Arab region and some part of Southeast Asia) to provide insights into common customer concerns, market trends, and potential product improvements. - Act as the voice of the customer, communicating feedback and issues specific to the region to internal teams (e.g., Product, Marketing). - Troubleshooting: Diagnose and resolve technical issues by guiding customers through troubleshooting processes, and escalating more complex cases to technical teams. - Customer Retention & Relationship Building: Foster strong relationships with native market customers by delivering an outstanding customer experience. - Promote loyalty by offering tailored solutions and advising customers on product features and benefits. - Collaboration: Collaborate with cross-functional teams to ensure market-specific customer needs are understood and addressed effectively. - Participate in team meetings and trainings to stay updated on company products, services, and policies. - Understand the company's business functions and roles by attending company seminars and meeting the required assessment target. - Achieve quarterly KPI targets set by the customer support manager. - Perform other ad hoc tasks assigned by the customer support manager. What makes you a great fit: - Experience in Customer Support: Minimum 1-2 years of experience in a customer service or support role, preferably in a native market or language-specific position. - Cultural Sensitivity: Demonstrated ability to work effectively with diverse cultural and language groups. - Native Speaker: Fluency in Urdu, Bengali, Arabic, Khmer, Indonesia and Thai, with excellent written and verbal communication skills. - Cultural Expertise: In-depth understanding of the African continent, Arab region and some part of Southeast Asia market, culture, and customer behavior. - Customer-Centric Attitude: Strong focus on customer satisfaction with the ability to manage customer expectations effectively. - Problem-Solving Skills: Ability to think critically and troubleshoot complex customer issues. - Communication Skills: Strong interpersonal skills with the ability to communicate clearly and empathetically. - Tech-Savvy: Proficiency in navigating customer support software, CRM systems, and general technical troubleshooting. - Multitasking Abilities: Ability to handle multiple tasks simultaneously while maintaining attention to detail.