Customer Support Representative (PL) - job 1 of 2

As a Customer Support Representative at Motion, your key responsibilities include addressing customer inquiries in a timely manner, leveraging our knowledge base to provide information, and identifying any technical issues that need escalation. You will also help refine customer operations and act as a crucial link between our customers and product/engineering teams, ensuring that feedback is communicated effectively.

To qualify for the Customer Support Representative position at Motion, you should have solid written and spoken English skills, along with a minimum of two years of customer support experience in various settings. Alternatively, a degree from a top-tier institution is also acceptable. Familiarity with tools such as Intercom, Zendesk, and others mentioned in the job listing is an added advantage.

The expected work schedule for a Customer Support Representative at Motion is a commitment to a 40-hour workweek that begins at 6pm Central European Time. This timing is designed to cater to our customer base while ensuring a healthy work-life balance for our staff.

Motion is committed to fostering career advancement. As a Customer Support Representative, you will have clear pathways for growth, progressing from a Senior Agent role to managerial positions or becoming a Customer Operations Analyst. Our culture encourages internal promotions and values your continuous development.

A successful Customer Support Representative at Motion should exhibit a genuine enthusiasm for delivering exceptional service, possess sharp analytical and critical thinking skills, and thrive in a fast-paced and independent remote environment. Adaptability and receptiveness to feedback are also essential qualities that will help you succeed in this role.

In prioritizing customer inquiries, it's essential to assess the urgency and impact of each issue. Start by categorizing requests based on their complexity and resolving the most critical ones first. Communicate timelines clearly to customers while ensuring gains in performance and satisfaction.

When handling a challenging customer interaction, it's important to stay calm and listen actively. Acknowledge their concerns, provide solutions backed by knowledge, and follow up to ensure their satisfaction. This approach not only resolves the issue but also builds trust.

To ensure effective communication with customers, I adopt a friendly and simple language style, avoid jargon, and confirm understanding by asking follow-up questions. This helps to clarify any points while fostering a rapport.

Staying updated on products involves regularly reviewing internal resources, attending workshops and training sessions, and collaborating with colleagues. Continuous learning is crucial, especially in the evolving tech landscape we navigate at Motion.

To improve customer support processes, I actively provide feedback based on customer interactions, share insights with the team during meetings, and suggest new tools or practices that could streamline operations. Engaging in this collaborative spirit drives positive changes.

Staying patient during difficult customer interactions requires empathy and the ability to separate personal feelings from the customer's experience. Reminding myself that they seek support transforms the scenario into a more positive interaction.

Handling repetitive questions effectively involves leveraging a knowledge base to quickly provide solutions while also looking for patterns to enhance our FAQ resources. Continuous improvement in our support materials elevates customer self-service capabilities.

Learning from a mistake in customer support involves reflection; for example, an oversight in following up on a customer's request taught me the importance of tracking interactions attentively. This experience led me to implement better systems to enhance customer follow-ups.

To gather feedback from customers, I would employ methods such as surveys, direct outreach after support interactions, and actively seeking input during communications. Analyzing this feedback allows us to enhance the customer experience effectively.

In a tech company like Motion, a Customer Support Representative acts as the voice of the customer, bridging gaps between users and product development. Their insights guide improvements that can lead to better user experience and overall satisfaction.