Position - Customer Support Representative
We are looking for Customer Support Representatives to join the Operations team at Mad Mobile to provide customer support for our restaurant Point of Sales (POS) solution.
The Customer Support Representative will have demonstrated bias toward customer service but an operational understanding of Mad Mobile’s responsibility to its customers. He will also have experience in directly supporting customers in a phone/web-based environment.
Role will be located in Colombo, SL
In this role you will:
- The Customer Support Representative will provide superior customer support to Mad Mobile restaurants and guests by answering and resolving inbound requests via phone, email, and other means.
- Assist in developing procedural documentation and be accountable for adhering to Mad Mobile's standards and service level agreements.
- Provide excellent service and support to Mad Mobile’s Restaurants and Diners.
- Document all incoming requests and proactive outbound contacts using internal tracking systems.
- Work with Customer Support Team to document and standardize Problem Determination Procedures (PDP).
- Triage requests and handle first-level customer requests, complaints, billing issues, and selectively escalate appropriate requests to Application Support Engineering, Product Management, Finance, and/or Operations Management.
- Assist in training and coaching new and existing team members on customer service skills, Mad Mobile products, internal systems, and other concepts as required.
- Maintain personal accountability for customer satisfaction survey results as well as share responsibility for Customer Support Team’s overall customer satisfaction levels as well as adherence to Mad Mobile policies and service level agreements.
- Provide relevant feedback to sales, operations, product management, etc. on situations and concepts affecting Mad Mobile customers.
- Answer billing questions and work with customers on billing issues.
- Other duties as assigned.
We are looking for someone who has:
- 1+ years customer service experience in a call-center environment. Freshers are also able to apply.
- Bachelor's degree or currently pursuing a degree.
- Excellent written and verbal communication skills.
- Superior problem solving and deductive reasoning skills.
- Strong ability to document troubleshooting and solutions materials.
- Ability to follow and conceptualise innovative customer support processes.
- Demonstrated conflict resolution skills.
- Ability to work in an unstructured start-up environment.
- Strong collaboration skills.
- Ability to work scheduled shifts including mornings, weekends, and nights. (24x7schedule based)
You may be a good fit if you have these additional skills and/or educational background:
- A background in hospitality (restaurants, hotels, or retail) in front-of-house operations.
- Knowledge of Point-of-Sale (POS) systems or other hospitality/retail technology.
- Demonstrated knowledge of TCP/IP networking, network devices and ISP services.
Our core values:
- Customer – WE believe that our customers deserve the best from us every day.
- Accountability – WE take ownership and make things happen.
- Teamwork – WE win as a team and have fun doing it.
- Innovation – WE innovate, inspire, ignite the future!
- Integrity – WE are honest, ethical, and trustworthy.
Why Mad Mobile?
Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We’re proud of our culture and promote diversity and a healthy work-life balance.
What about the benefits you ask?
- Enjoy the advantage of salaries pegged to the US dollar, addressing your concerns regarding the varying cost of living.
- We pay for performance, going beyond market rates for deserving individuals.
- Our benefits package includes OPD and Hospitalization cover to you and your family, providing you with peace of mind and access to quality healthcare when you need it the most.
- Embrace work-life balance with our flexible hybrid working patterns.
Amazing value beyond your day job,
- Join our active engagement clubs to enjoy a variety of engaging events and activities designed to foster team spirit, creating lasting memories.
- As we are not offshore, you will be part of a global organization that maintains a multicultural, diversified, and open culture with opportunities to work on-site in our US headquarters.
- You will have access to continuous learning, training programs, skill workshops, and resources to upskill your talent.
- You will have the opportunity to fast-track your career, as we open new and exciting opportunities within the organization.
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