Kofa was established to re-engineer how people access green energy. We are on a mission to create an affordable, sustainable and customer driven electricity network.
Role Summary
This role involves 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 using help desk software.
Key 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.
- Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
- Update our internal database and the helpdesk system 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, Operations and Sales and Marketing teams.
- Work closely with operations to reactively and proactively manage customer problems.
Qualifications and Skills
Education
- Bachelor’s degree or diploma in a related field (BA/BSc/HND or Diploma).
Experience
- 2+ years experience as a Customer Support Associate or similar Customer Support role.
- Understanding of working of CRM systems.
- Familiarity with the mobility industry will be a plus.
- Experience using help desk software and remote support tools.
