DT: [Senior Support Representative ]

Provides second-line support to customers through different communication channels. The role focuses on assisting users with account and technical issues, handling content-related inquiries, and ensuring a positive customer experience through timely and accurate responses.

Communication: Handle customer inquiries and requests, ensuring timely, professional, and solution-oriented responses. Technical troubleshooting: Diagnose and resolve technical issues efficiently related to user interfaces, connectivity, or software functionality, collaborating with internal teams when necessary to ensure smooth user experience. Complaint handling: Manage and resolve customer complaints with empathy and professionalism, aiming to restore satisfaction and maintain trust. Account handling and customer experience: Assist users (both members and performers) with account-related requests while maintaining data accuracy. Content management: Review, update, and manage website or platform content to ensure accuracy, relevance, and compliance with company standards. Registration-related tasks: Support and verify new user registrations, ensuring smooth onboarding and adherence to platform guidelines. User retention activities: Participate in initiatives aimed at improving user engagement and retention through proactive communication and personalized support. Participation in promotion-related tasks: Contribute to the setup, monitoring, and execution of promotional campaigns, ensuring proper communication and functionality. Must escalate cases involving technical malfunctions, issues posing security and legal risks, data breaches, customer disputes, or policy exceptions to a senior representative or superiors. Perform any other professional tasks assigned by the direct superior.

Minimum 2 years of experience handling customer inquiries through email or chat. Fluency in written and spoken English (C1 level or above). Strong user-level computer and web knowledge. Excellent verbal and written communication skills, with the ability to provide professional feedback and constructive guidance. Ability to make confident and accountable decisions in critical situations. Outstanding precision, attention to detail, and high level of responsibility in handling customer inquiries. Ability to learn quickly and be able to pass new knowledge to others with practical hands-on mentoring.