Customer Service Representative

VeriFast Inc.; Remote; ZAR 119 000; Full time

Job summary

A leading identity verification platform is seeking a Customer Success Representative based in Cape Town, Western Cape. In this role, you will address customer inquiries, provide support, and foster strong relationships to enhance user satisfaction. The ideal candidate should have 1-3 years of experience in customer support, especially in a SaaS environment, and be proficient in CRM systems. This role offers a competitive salary between $7,000 USD annually, emphasizing excellent communication and problem-solving skills.

Qualifications

• 1-3 years of experience in customer support or customer success, preferably in a SaaS environment.
• Experience with CRM software and support ticketing systems.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Troubleshoot technical issues and follow up.
• Gather customer feedback to improve product features.
• Track customer interactions in the CRM system.

Skills

Excellent communication and interpersonal skills

Strong problem-solving abilities

Customer-centric mindset

Teamwork and collaboration

Proficiency in data analysis

Tools

CRM software

Support ticketing systems

Job description

Verifast is an all-in-one identity verification platform trusted by property managers, lenders, brokers, and underwriters across the US and Canada. With hundreds of workflows and human-powered customer support, Verifast improves application efficiency by 90% while reducing false positives and negatives. Transparency across the platform differentiates Verifast from its competitors and has resulted in an industry-leading reputation for trust.

About the Role

As a Customer Success Representative (CSR) at VeriFast, you will play a vital role in ensuring our customers achieve their desired outcomes while using our software solutions. You will be the primary point of contact for our clients, helping them navigate our platform and addressing any issues or questions they may have. Your goal is to foster strong relationships, drive customer satisfaction, and ultimately contribute to the company’s growth.

Key Responsibilities:

• Customer Support:
• Respond to customer inquiries via phone, email, and chat in a timely manner.
• Troubleshoot technical issues, elevate when necessary, and follow up to ensure resolution.
• Maintain a thorough knowledge of the product to provide accurate information and support.
• Feedback and Improvement:
• Gather customer feedback and insights to share with product and development teams.
• Collaborate with internal teams to enhance product features based on customer needs.
• Metrics and Reporting:
• Track customer interactions and maintain detailed records in the CRM system.
• Product Knowledge:
• Stay up-to-date with product developments and best practices to effectively assist customers.
• Participate in ongoing training and development initiatives.

Qualifications:

• Experience:
• 1-3 years of experience in customer support or customer success, preferably in a SaaS environment.
• Experience with CRM software and support ticketing systems.
• Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to work collaboratively within a team and independently.
• Proficiency in data analysis and reporting tools.

The pay range for this role is:

7 - 7 USD per year (Remote (Cape Town, Western Cape, ZA))