Company Description

Beem is a Pan-African tech startup based in Dar es Salaam Tanzania but with a presence across more than 25 African markets. Our unique service provides enterprises the ability to reach customers across Africa using sms USSD airtime and other services. Our company has been named a Forbes Africa top 20 technology startup and has also been featured on Al-Jazeera BBC Africa and ChoiceFM. Read more about our story at Summary

As a Customer Service & Support Associate you will be the first point of contact for customers responsible for delivering exceptional service and support. Using your problem-solving and analytical skills you will address customer inquiries with great empathy resolve issues and ensure a positive experience with our products or services.

You should have an urge to solve problems prioritize and execute tasks in a high pressure environment and communicate effectively across teams internally and with customers at all levels. You will specifically be responsible for all inbound/outbound customer support issues pertaining to SMS and other platforms.

At Beem our most valuable resource is our people. Were serious about our work but embrace fun and flexibility to get the job done. We believe that employee satisfaction starts with creating a supportive and inclusive environment where employees feel welcome no matter their personal or professional backgrounds. Weve developed a unique culture of constant learning and are investing in developing our people. Through regular feedback on your performance and monthly reviews you get an opportunity to discuss your challenges aspirations career goals and continuously keep growing in a fast-paced organization thus building a rewarding long-term career.

Requirements

Responsibilities/Duties:

• Responding to Customer Inquiries: Handling all inbound/outbound questions and concerns from customers through various channels such as phone email (ZohoDesk) live chat or Slack
  

• Providing Product/Service Information: Offering detailed and accurate information about the companys products or services to help customers make informed decisions and educating customers on new features and providing training/demonstrations on how to use the messaging gateway as well as other products effectively
  

• Troubleshooting and Problem Resolution: Identifying and resolving customer issues proactively. Analyze the traffic pattern and isolate the probable cause of the service degradation whether on specific application customer end partner
  

• Monitoring Traffic Flows: Responsible for monitoring traffic flows failure rates and quality degradation queuing behavior to ensure service continuity.
  

• Documenting Customer Interactions: Keeping detailed records of customer interactions including inquiries complaints and resolutions in the companys ticketing system.
  

• Escalating Complex Issues: Recognizing when a problem requires additional support and escalating it to the appropriate department. Proactively keeping a check on system and server alerts and escalate upwards when needed to higher-level technical support
  

• Maintaining Customer Satisfaction: Ensuring that customers have a positive experience by providing timely courteous effective and quality support.
  

• Collaborating with Other Departments: Working closely with other teams such as technical support sales finance customer success or engineering to ensure customer issues are fully resolved.
  

• Providing Feedback for Improvement: Reporting recurring issues or customer feedback to help improve products services and processes.
  

• Adhering to Company Policies: Following the companys guidelines and policies to ensure consistent and professional service delivery.
  

• Working Hours: Flexible with working hours to ensure every customer gets an answer within given timeframes. Be available for shifts on Sundays/Public holidays
  

• Technical maintenance: Communicate any service disruptions or scheduled maintenance activities to customers and ensure minimal impact on their operations and assist during internal technical maintenance windows.
  

• Operation process adherence: Follow defined operational processes escalation paths and SLAs consistently.
  

• Documentation: Create and maintain detailed documentation FAQs and knowledge base articles to assist customers with common issues. Manage respective trackers: technical support contacts test devices escalation matrix Sender ID Requests.
  

• Have a foundational background in IT operations telecommunications networking or system administration.
  

• Have the ability to work successfully as a member of a team or individually with a high level of accuracy and urgency.
  

• Have a strong commitment to proactive customer service for B2B business
  

• Demonstrate ability to communicate effectively (both written and verbal) and to establish credibility and good working relationships with customers of all levels including the ability to handle difficult clients and partners.
  

• Can identify and analyze problems or issues and be creative/practical in the development of suitable solutions
  

• Can prioritize effectively and efficiently and execute tasks in a high-pressure work environment to ensure timeframes are met.
  

• Are patient curious detail oriented and eager to solve problems
  

• Possess the ability to absorb and retain information quickly
  

• Have experience working in a team-oriented collaborative environment.
  

• Resourcefulness and flexibility in troubleshooting issues
  

• Possess a can-do attitude ready to take challenges head on
  

• Are a multi-tasker with the ability to wear many hats in a fast-paced environment and to change from one task to another with ease.
  

• Familiar with Linux systems Software development APIs Integrations and basic troubleshooting concepts
  

Benefits

• Competitive Salary
  

• Laptop
  

• Team events & training
  

• Health Insurance Subsidy
  

• Airtime & Travel Expenses