JOB DUTIES AND RESPONSIBILITIES
POSITION TITLE: CSR/Community Specialist
LOCATION: Nexplay Office
To be successful in this role, you must be a people-oriented problem solver with a passion for building positive relationships.
About Kol-Lab.co: Kol-Lab.co is an innovative and collaborative platform that connects creators and brands, fostering meaningful partnerships and driving impactful collaborations. As a Customer Support Representative, you will play a pivotal role in ensuring our users have a seamless experience while utilizing our platform.
- Responsive Communication: Be the frontline voice of Kol-Lab.co by promptly responding to queries from both creators and brands. Provide clear, concise, and helpful responses to inquiries related to platform features, technical issues, and account-related matters.
- Issue Resolution: Troubleshoot and resolve customer issues efficiently and effectively. Utilize problem-solving skills to provide solutions that align with our platform’s capabilities.
- Brand Verification: Verify and validate brands’ credentials and relevant documents to ensure authenticity and compliance with platform standards.
- Collaboration: Collaborate with cross-functional teams, including Product and Tech, to escalate and resolve complex issues that require specialized attention.
Documentation: Maintain accurate and organized records of customer interactions, inquiries, and resolutions within the provided systems.
- User Education: Educate users about platform features, best practices, and guidelines to enhance their experience and promote successful collaborations.
- Feedback Loop: Provide valuable insights and user feedback to the product and development teams to contribute to ongoing platform improvement.
- Community Development: Be the champion of creator and brand onboarding process by providing learning materials, trainings, and relevant knowledge to grow in the platform
- Customer-Centric Mindset: A genuine desire to help and support users, coupled with exceptional empathy and patience.
- Strong Communication: Excellent written and verbal communication skills. Ability to convey information clearly and professionally.
- Problem-Solving Skills: Proven ability to analyze situations, identify issues, and offer effective solutions.
- Attention to Detail: Thoroughness in verifying brands’ credentials and documents for accuracy and compliance.
- Tech-Savviness: Comfortable navigating digital platforms and software. Previous experience with customer support tools is a plus.
- Team Player: Willingness to collaborate and communicate effectively within cross-functional teams.
- Adaptability: Ability to thrive in a fast-paced, evolving environment and handle multiple tasks simultaneously.
- Ethical Conduct: Handle sensitive information with integrity and ensure compliance with privacy and security policies.
- Experience: Previous experience in customer support, preferably in a digital or tech-related industry, is beneficial.
- Languages: Proficiency in English. Additional languages are advantageous.
Location: This position is based at our BGC office in Manila, with potential for remote work.
If you’re excited to be part of a dynamic team that’s shaping the future of creative collaborations, we’d love to hear from you. Join us at Kol-Lab.co and help us empower creators and brands through seamless interactions and meaningful partnerships.