Senior Customer Support Specialist

About:

Benivo offers extensive customer support for a wide range of products and services. As a new team member, you'll join our customer support team to help Benivo users navigate their accounts and manage operational tasks related to our services, such as processing financial transactions using Benivo's relevant products.

As a Senior Customer Support Representative at Benivo, you will play a crucial role in delivering exceptional customer service, mentoring team members, and driving performance improvements. Your primary focus will be on providing advanced support to platform users, handling escalated issues, and ensuring the team exceeds performance targets.

Job Level: Senior

Working hours: 5 days a week, 4:30 am to 1 pm IST

Requirements

Responsibilities

Customer Support Excellence:

• Provide advanced support to Benivo’s platform users via email, chat, and phone, ensuring timely and effective resolution of escalated issues and complex queries.
• Serve as a point of contact for the team during difficult user interactions, offering guidance and solutions to maintain high customer satisfaction.

Team Development & Performance:

• Assist in end-to-end project management involving the customer support team, ensuring successful execution and team involvement.
• Conduct quality audits of team interactions (calls, emails, chats) to assess adherence to processes and policies, and identify areas for improvement.
• Own and maintain team playbooks and Standard Operating Procedures (SOPs), creating and updating content to address knowledge gaps.

Feedback & Coaching:

• Provide constructive feedback and coaching to support representatives, enhancing their performance and service quality.
• Monitor and report on contact reasons for incoming support requests, using data to drive continuous improvement.

Operational Efficiency:

• Ensure all inbound queries are accurately recorded with relevant notes for stakeholders across the company (Content, Client Management, Finance, Tech).
• Report issues to internal teams for resolution and follow-up to ensure timely fixes.
• Support bulk outreach projects to platform users, managing communication effectively and efficiently.

Skills and Competencies

Experience:

• At least 1 year of senior and at least 3 of support experience within a B2B/SaaS industry.
• Experience in Global Mobility.
• Proficiency with customer support software such as Zoho Desk, Zendesk, and live chat systems.

Communication:

• Excellent written and verbal English skills, capable of delivering clear and concise communications to customers and team members.

Technical Skills:

• Data-savvy with a strong ability to work with spreadsheets and analyze data for reporting and improvement purposes.

Time Management & Organization:

• Strong ability to prioritize tasks, manage workload efficiently, and meet deadlines while maintaining high accuracy and quality.

Customer Focus:

• Passionate about customer support with a proactive approach to solving customer problems and delivering an outstanding experience.
• Skilled in complaint handling, demonstrating active listening and creative problem-solving to address customer concerns promptly.

Adaptability:

• Ability to thrive in a fast-paced, scaling environment, demonstrating flexibility and the capability to manage multiple tasks effectively.

Why Join Benivo?

At Benivo, we are revolutionizing the mobility industry with innovative technology and data-driven solutions. As a Senior Customer Support Representative, you will be at the forefront of delivering exceptional support, driving team performance, and contributing to our mission of providing unparalleled service to our users. Join us and be part of a dynamic, growth-focused team that values excellence and continuous improvement.

Benefits

- Competitive salary

- Generous wellbeing allowance

- Share Options

- Flexible Working