Customer Support Associate

Wati is a growing CPaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Southeast Asia.Headquartered in Hong Kong and trusted by 8000+ customers across 100+ countries.

We're a rapidly expanding team filled with talented people from around the globe.

WATI is leading the next paradigm shift in CPaaS computing and is looking for a dynamic and experienced Customer Support Associate to join our team.
In this role, you will be crucial in delivering exceptional support to our customers, ensuring their issues are resolved efficiently and effectively. You will work closely with our billing and support teams to provide top-tier service and contribute to the continuous improvement of our customer support processes.

Responsibilities:

• Billing Support:
• Manage billing inquiries and analyze invoices to resolve discrepancies.
• Ensure accurate and timely processing of billing-related issues.
• Assist in optimizing and enhancing our Billing platform.
• Customer Interaction:
• Address customer concerns and provide feedback in a friendly, diplomatic, and empathetic manner.
• Treat customer problems with urgency and personal attention.
• Provide training and mentorship to team members, sharing best practices and improvement suggestions.
• Decision Making:
• Make sound decisions quickly and efficiently to resolve customer issues.
• Utilize problem-solving skills to handle escalations and complex queries.
• Quality of Service (QoS):
• Troubleshoot and resolve QoS issues, including coordinating with third parties when necessary.
• Ensure high standards of service quality are maintained.

Requirements

• Proven experience in billing and analyzing invoices.
• Excellent communication skills with a strong ability to address and resolve customer concerns.
• Experience in mentoring and training team members.
• Ability to make quick, sound decisions and handle complex customer issues effectively.
• Experience with troubleshooting and resolving QoS issues and managing escalations.
• Proficiency with support and billing software is preferred.