Customer Support Representative

Rakuten Viber is one of the most popular and downloaded apps in the world. Working with us provides a unique opportunity to influence hundreds of millions of our users and to be part of the journey that makes us a super-app. Our mission is to make people’s lives easier by enabling meaningful connections, from precious moments with family and friends, through managing business relationships to pursuing their passions.

We are looking for a Customer Support Representative who will be responsible for keeping Viber users happy and loyal by providing efficient responses to queries from our global Viber community.

Responsibilities

• Timely and Professional Communication: Deliver prompt, courteous, and professional responses to user inquiries through offline channels such as email and live chat
• Enhance User Satisfaction: Strive to maintain high levels of user satisfaction by handling concerns with empathy and efficiency
• Issues Investigation: Dive into user-reported issues by gathering necessary information, conducting analysis, and documenting findings in internal articles
• Pattern Recognition: Identify and report patterns, recurring issues, and critical bugs to keep things running smoothly.

Requirements

• Problem-Solving Skills: You’re curious, love solving puzzles, and passionate about resolving user issues effectively
• Strong Communication Skills: Fluency in English at a professional or native level
• Technical Proficiency: You know your way around smartphones and computer operating systems, including Microsoft or Mac OS – familiarity with using Viber is a plus!
• Flexibility: Readiness to work in a rotating 24/7 schedule which predominantly includes after-hours shifts
• Team Player: Demonstrated ability to work effectively within a team environment
• Detail-Oriented: You have a knack for diving into the details, ensuring every user gets precise and customized responses
• Customer Support or Service Experience: you are committed to providing exceptional support.