Our team is expanding, and we are now looking for Customer Support Representatives, to handle technical customer support requests and enquiries in a professional manner and to the satisfaction of the customer as well as to monitor multiple systems used by the Company.
The opportunity:
We are exploring ways to grow our team and in taking ownership of this role, your areas of responsibility will be:
- Provide first-line support and first-contact resolution to customers.
- Respond efficiently to customer inquiries and maintain a high level of customer satisfaction.
- Identify the customers’ needs and assist customers with their queries.
- Handle complaints professionally, provide solutions and follow up to ensure resolution.
- Provide valid, precise, and complete information using the proper methods and tools.
- Actively monitor traffic, and identify, and report any issues according to the Company’s procedures.
- Escalate technical issues using the SOPs of the Company.
- Build rapport and trust with customers through open and interactive communication.
- Work proactively to identify issues that may arise before the customer reports such issues.
- Follow communication procedures, guidelines, and Company policies.
- Any other task assigned by the management and as required from time to time.
Requirements
We are looking for individuals with basic IT skills, an ordinary level of education, and proven customer support experience or experience working in a customer-facing role.
Additionally, the ideal candidate will be:
- Passionate about Customer Service where customer satisfaction and first-contact resolution immediately come to mind.
- Customer-centric team player with a ‘can-do’ attitude.
- Excellent verbal and written communication skills in English.
- Strong analytical, technical troubleshooting and problem-solving skills.
- Able to handle difficult or sensitive situations with tact and diplomacy.
- Able to adapt, multitask and prioritise.
- Able to keep up to date with the latest technologies, products, services, and SMS industry.
The selected candidate must be available to work on a 24/7 roster including weekends and public holidays. This position is hybrid (mornings - onsite and weekends/PH/afternoons/nights - remote).
Benefits
We believe that our employees are our greatest asset. Joining Fortytwo means becoming part of an ambitious team that fosters collaboration, embraces diversity and operates with a strong sense of unity. You will be working side by side with some of the greatest talent in the industry. In addition to offering competitive salaries, all our employees are provided with:
- Hybrid working
- Career progression
- Health insurance
- Life insurance
- Gym / employee wellness allowance
- Mental Well-being support
- Discount on other insurance policies
- Corporate discount app
- Weekly lunches, juices & Snacks
- Team building activities & events
- Casual dress code
If you enjoy working with people and you want to join a team of dynamic and talented individuals, then this is the next step in your career!
Skills Required
- Basic IT skills
- Ordinary level of education
- Proven customer support experience or experience in a customer-facing role
- Excellent verbal and written communication skills in English
- Strong analytical, technical troubleshooting, and problem-solving skills
- Ability to handle difficult or sensitive situations with tact and diplomacy
- Ability to adapt, multitask, and prioritize
- Availability to work a 24/7 roster, including weekends and public holidays
What We Do
With solutions that focus on reliability and seamless integration, we partner with brands and enterprises in order to provide quality messaging solutions. Since 2001, our specialised team has developed a suite of messaging solutions that predominantly transmit A2P SMS traffic at the best possible value. Over the years, the Fortytwo brand has evolved to reflect the company’s growth from a small team in Sweden to a trusted provider of global communication solutions. Today Fortytwo offers a suite of high quality Mobile Engagement solutions via SMS, a White Label Instant Messenger for both two way VIP communication and advertising, Voice Engagement services, Two Factor Authentication (2FA) and One Time password (OTP) Services. Our brand’s focus always was and always will be YOU – our client. We work tirelessly to ensure that your every dealing with us exceeds your expectations and that our solutions bridge the gap between you and your customers. We take pride in being your partner of choice for delivering your messages to every corner of the globe.
