About amber (amberstudent.com)
Long-term accommodation booking platform for students (think booking.com for student housing). Amber helps 80M+ students worldwide, find and book full-time accommodations near their universities, without the hassle of negotiation, nonstandardized and cumbersome paperwork, and broken payment process. We are the largest and fastest-growing student housing platform globally, with 1M+ units listed in 6 countries and across 100+ cities. We are growing rapidly and targeting $1.2B in annual gross bookings value by 2023.
If you are passionate about making international mobility and living, seamless and accessible, then -
Join us in building the future of student housing! (We are amongst the fastest growing companies in the Asia Pacific as per Financial Times https://www.ft.com/high-growth-asia-pacific-ranking-2022)
We're looking Customer Support Interns who can assist us in proving our customers with resolutions and resolve their queries.
Responsibilities:
- Respond promptly and professionally to incoming customer inquiries via email, phone calls, and chat.
- Manage large amounts of incoming calls, chats, and emails effectively.
- Identify and assess customers' needs to achieve satisfaction.
- Maintain updated knowledge of the organization's products, services, and customer service policies across all communication channels.
- Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
- Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
- Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits.
- Participate in training opportunities provided by the organization to enhance customer service skills.
- Establish and maintain good rapport with customers by using positive language, anticipating their needs, and providing appropriate solutions.
- Assign tickets to respective associates/managers and follow up on their resolution.
- Highlight discrepancies caused by associate negligence and take appropriate action to rectify them.
- Be responsible for closing all tickets within the assigned timeline and maintain necessary SLAs for the smooth functioning of the department.
- Take total accountability for Customer Satisfaction (CSAT) across all communication channels.
Skills Required:
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills, both written and verbal.
- Ability to multitask, prioritize, and manage time effectively.
- Friendly and welcoming manner with clients and other members of the customer service team.
- Ability to explain complex concepts in a clear, simple manner to customers.
- Strong command of written and verbal English.
- Ability to maintain a calm and polite manner in stressful situations.
- Patience when handling tough cases.
- Familiarity with the industry is a plus for chat support roles
What will you get from amber:
- Fast-paced growth (can skip intermediate levels)
- Total freedom and authority (everything under you, just get the job done)
- Amazing work culture (Our Glassdoor ratings are a proof) Fair compensation (Stipend)