We have high-reaching growth plans as the legal market and consumer adoption expand. Key growth initiatives include ambitious platform innovation, outstanding marketing, geographic expansion, strategic partnerships, and more. We are resourced for this spectacular growth and looking for great people to help take us to the next level.
Are you a dedicated and empathetic individual with a passion for providing exceptional Customer Service? Are you skilled at resolving customer inquiries and issues promptly and professionally? If so, we have an exciting opportunity for you!
KIVA is seeking a Customer Service Representative to join our team. In this role, you will be at the forefront of delivering top-notch customer support to our valued clients. Your primary responsibility will be to assist customers with their inquiries, concerns, and issues while ensuring a positive and memorable experience.
As a Kiva Customer Service & Advocacy, Lead, you’ll…
- Customer Engagement: Build and maintain positive relationships with customers through various communication channels, including phone, email, chat, and social media.
- Issue Resolution: Address customer inquiries and concerns promptly and effectively, striving for first-contact resolution whenever possible. Escalate complex issues to higher levels of support as needed.
- Product Knowledge: Develop a deep understanding of our products and services to provide accurate information and solutions to customers.
- Documentation: Maintain detailed records of customer interactions and resolutions in our CRM system.
- Continuous Improvement: Identify and report common customer issues, trends, and suggestions for improvement to enhance our products and services.
- Cross-functional Collaboration: Collaborate with other departments, such as Sales, Quality and Product Development, to ensure a seamless customer experience.
- Quality Assurance: Ensure that all interactions with customers adhere to company policies, procedures, and service standards
What we’re looking for…
- Previous 3+ customer support experience required
- Strong interpersonal and communication skills, both written and verbal
- Excellent problem-solving abilities and a commitment to customer satisfaction.
- Empathy and the ability to understand and address customer needs.
- Detail-oriented with strong organizational and multitasking skills.
- Proficiency in using Zendesk CRM software and other relevant tools.
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