Customer Support Associate

Summary

Wati is seeking a dynamic and experienced Customer Support Associate to join their team. The successful candidate will be responsible for delivering exceptional support to customers, managing billing inquiries, addressing customer concerns, making sound decisions, troubleshooting QoS issues, and maintaining high service quality standards.

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

Responsibilities

• 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
• 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
• Make sound decisions quickly and efficiently to resolve customer issues
• Utilize problem-solving skills to handle escalations and complex queries
• Troubleshoot and resolve QoS issues, including coordinating with third parties when necessary

Preferred Qualifications

Experience with troubleshooting and resolving QoS issues and managing escalations

Benefits

Proficiency with support and billing software is preferred