WhatsApp Customer Support Assistant

Description

Job Summary: The WhatsApp Customer Support Assistant ensures agile, efficient, and empathetic support to customers, strengthening relationships and promoting a positive experience through digital and telephone channels. Key Highlights: 1. Agile and empathetic customer support via WhatsApp and phone 2. Focus on customer satisfaction and continuous process improvement 3. Opportunity to serve as the first point of contact and resolve customer requests **Job Title:** WhatsApp Customer Support Assistant **Objectives** Ensure agile, efficient, and empathetic customer support via channels such as phone calls and WhatsApp, guaranteeing issue resolution, relationship strengthening, and promotion of a positive experience that contributes to customer satisfaction, retention, and delight. **Job Description** We are seeking a committed, communicative, and organized WhatsApp Customer Support Assistant responsible for direct customer interaction, primarily via WhatsApp. This professional will serve as the first point of contact for requests, inquiries, and issues, ensuring prompt and accurate responses. Responsibilities include logging all interactions, routing internal requests, tracking customer inquiries, and supporting technical teams’ routine activities—contributing to excellence in customer relationships and continuous improvement of support processes. **Job Requirements** * Completed high school education (currently pursuing higher education is a plus) * Prior experience in customer service * Basic knowledge of Microsoft Office Suite * Proficiency with digital communication tools (e.g., WhatsApp, customer support systems) * Strong verbal and written communication skills **KEY REQUIREMENTS:** Ability to handle multiple simultaneous customer interactions while maintaining response quality and speed, along with strong customer orientation and problem-solving skills. **Knowledge Areas:** * Customer service techniques * Basics of incident logging and tracking * Use of CRM tools and support systems * Effective written and verbal communication * Fundamental administrative routines **Skills:** * Clear and concise communication * Active listening * Organization and time management * Agile problem-solving ability * Proficiency with technology and digital systems **Attitudes:** * Proactivity in handling and resolving customer requests * Empathy in customer interactions * Accountability for deadlines and follow-ups * Professional and ethical conduct * Commitment to continuous learning **Core Values:** * Owner Mindset * Growth Mindset * Continuous Improvement * Delight * Loyalty **Deliverables:** * Agile and high-quality customer support * Efficient resolution of received requests * Complete and well-organized record of all interactions * Adherence to response timeframes * Customer satisfaction and positive experience **Responsibilities and Activities:** * Provide customer support via phone and WhatsApp * Log all interactions in the system * Identify and resolve customer questions and issues * Route requests to responsible departments when necessary * Track requests until resolution * Ensure timely follow-up with customers per established deadlines * Maintain organized records and interaction history * Contribute to continuous improvement of support processes * Support the Customer Success team with operational tasks related to customer support