Associate Manager, Customer Support

Job Description

Redefine Career Boundaries: Shape the Future of Advertising E-Commerce!

Step into a role where every day is an adventure, a blend of innovation and global connection. As an Associate Manager of Customer Support for our client, you'll experience the world without leaving your desk. Picture yourself spearheading a team, resolving queries, and smoothing out issues for a diverse clientele, all from the comfort of your home turf. But the perks don't stop there. Embrace the global opportunity as you collaborate with colleagues from around the world, sharing insights and strategies that transcend borders. You'll find yourself at the forefront of advertising and e-commerce, navigating the dynamic intersection of technology and consumer experience. Here, you're not just solving problems - you're shaping the future of customer support in an international setting. Join us, and let's redefine the boundaries of possibility together.

Employment Type: Full-time

Shift: Day Shift, Mon - Fri 7AM - 4PM

Work Setup: Permanent WFH

Skills That Click: Your Customer Service Expertise

• Comfortable dealing with Level 2+ Technical/Customer Support issues.
  
• Proven 3+ years experience in SaaS type industry and leading a team.
  
• Ability to stay calm when customers are stressed or upset.
  
• Technical ability across a wide variety of platforms.
  
• Ability to lead and attend meetings with key clients, with an excellent command of English.
  

Directing Success: Your Role in Customer Delight!

• Lead and serve as a point of escalation for team members.
  
• Manage direct reports, conduct appraisals and reviews, and facilitate training sessions.
  
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
  
• Respond promptly to customer inquiries and tickets.
  
• Communicate with customers through various channels such as Freshdesk, Email, FreshChat, and telephone.
  
• Acknowledge and resolve customer complaints.
  
• Possess comprehensive knowledge of our products to effectively answer questions.
  
• Communicate and coordinate with colleagues as necessary.
  
• Provide feedback on the efficiency of the customer service process.
  
• Ensure customer satisfaction and deliver professional customer support.
  
• Liaise with numerous parties involved in data feeds from our platform to retailer sites, resolving associated issues.
  

Perks That Pay Off: Elevate Your Experience!

• HMO coverage upon regularization
  
• Competitive salary package
  
• Permanent WFH set-up
  
• Day shift schedule
  
• Standard government and Emapta benefits
  
• 20 annual leaves to be used on your discretion
  
• Direct exposure to international clients
  
• Realistic career growth opportunities
  
• Upskilling through Emapta Academy
  
• Diverse and supportive work environment
  

Behind the Brand: Joining Forces for E-Commerce Excellence!

Our client offers innovative solutions to the complexities of sourcing, creating, managing, and distributing product content for retailers, wholesalers, and manufacturers. With a dedicated product content production team, they deliver top-notch services including high-quality product photography, renders, data transcription, 360 spins, videos, and product descriptions. Through the client's platform, they streamline the process of creating, managing, and distributing product content, making it significantly easier for retailers, wholesalers, and suppliers to enhance their offerings and engage customers effectively.

Who are we

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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