Customer Support Executive| Email Support

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, non-standardized 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 2024.

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-2024)

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Individual responsibilities:
• Respond promptly and professionally to incoming customer inquiries by email.
• Maintain updated knowledge of the organization's products, services, and customer service policies.
• 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.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Assign tickets to respective associates/managers.
• Highlight discrepancies caused because of associate negligence,
• Be responsible for closing all tickets within the assigned timeline.
• Maintain necessary SLAs for the smooth functioning of the department.
• Take total accountability for CSAT.

Skills required:
• Familiarity with customer-relationship management (CRM) software programs.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multitask, priorities, and manage time effectively.
• 2+ years of previous customer service experience a plus.
• 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.
• Willingness to cooperate with customers and management to resolve any issues.

Qualifications:
• Minimum 70% required in academics