WHAT YOU'LL BE DOING
Customer Onboarding Support Excellence:
- Provide prompt, friendly, and accurate support & guidance to newly onboarded Momence Customers via phone and occasionally email in English and Portuguese.
- Offer clear, step-by-step guidance to resolve questions and ensure a smooth onboarding experience for new Momence Customers.
Customer Education & Interaction:
- Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
- Proactively engage with Customers to exceed their expectations, offering solutions that leave a lasting positive impression.
- Educate& train customers on system setup, correct usage & best practices.
Proactive Problem Solving:
- Stay ahead of potential issues by identifying and addressing problems before they escalate.
- Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.
Product Expertise:
- Maintain in-depth knowledge of the Momence platform to assist Customers effectively and confidently.
- Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.
Empathy and Clear Communication:
- Demonstrate active listening, ensuring customers feel understood and valued.
- Simplify complex technical information into easy-to-understand instructions.
Continuous Learning & Quality Assurance:
- Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
- Participate in ongoing training and stay up to date with our evolving platform and industry trends.
OUR RECRUITMENT PROCESS
Our recruitment process is 3 stages.
- 30 min Teams interview with the Recruitment Team
- Language test if applicable to the role
- 45 min Teams interview with the Hiring Team
Your profile
- Experience: 2-3 years in customer support, with a focus on phone interactions. Previous experience with US, Australian, or New Zealand customers is a plus. Training and/or pre-sales experience would be advantageous.
- Language Skills: Fluent English
- Tech-Savvy: Comfortable with technology and able to troubleshoot tier 1 technical issues.
- Communication Skills: Exceptional communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.
- Customer Focus: A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.
- Adaptability: Comfortable working in a fast-paced environment and embracing change.
- Team-Oriented: Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.
- Growth Mindset: A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.
- Thrives at Fast Pace: Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change.
