Customer Support Representative – YONA

Job Description

Company Overview:

YONA is a versatile mobile application designed for both iOS and Android platforms, dedicated to simplifying the process of buying, selling, and managing event tickets. Our platform provides users with a seamless experience to securely purchase, sell, and stream events they are unable to attend, utilizing digital tickets for enhanced convenience.

Position Overview:

We are seeking a friendly and customer-focused individual to join our team as a Customer Support Representative. The ideal candidate will be passionate about providing exceptional customer service, resolving inquiries, and ensuring a positive experience for users of the YONA platform. If you enjoy helping others and thrive in a dynamic and fast-paced environment, we want to hear from you!

Key Responsibilities:

User Assistance:

Provide prompt and courteous assistance to users via email, chat, and phone, addressing inquiries related to ticket purchases, account management, and app functionality.

Issue Resolution:

Troubleshoot and resolve customer issues efficiently, ensuring a high level of customer satisfaction.

Product Knowledge:

Develop a deep understanding of the YONA platform and stay informed about updates and new features to effectively assist users.

Documentation:

Maintain accurate and detailed records of customer interactions and resolutions in the customer support system.

Feedback Collection:

Gather user feedback and communicate insights to the appropriate teams to contribute to the continuous improvement of the YONA platform.

Educational Support:

Provide guidance to users on using digital tickets, streaming events, and navigating the app.

Collaboration:

Work closely with cross-functional teams, including the technical and marketing teams, to address customer concerns and improve overall user experience.

Qualifications:
Bachelors Degree in Communication, Business or any related course.
Proven customer support experience, preferably in a technology or e-commerce environment.
Strong communication skills, both written and verbal English and Setswana.
Patience, empathy, and a customer-centric mindset.
Ability to multitask and prioritize in a fast-paced environment.
Familiarity with customer support software and ticketing systems.

Benefits:
Competitive salary and performance-based incentives.
Health insurance.
Opportunities for professional development and growth.
Collaborative and inclusive work environment.