About this role

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.

Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 850 experts from 69 countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.

Key Responsibilities

- Assist the Customer Support team with handling customer inquiries through available support channels.

- Investigate customer issues and provide clear, accurate, and timely responses.

- Learn and develop a strong understanding of the company's products, features, and services.

- Troubleshoot basic technical and product-related issues and escalate more complex cases when required.

- Follow established support processes, guidelines, and service standards.

- Maintain accurate and detailed records of customer interactions and issue resolution.

- Assist with identifying recurring customer issues and communicating relevant trends to the wider team.

- Collaborate with internal teams to help resolve customer-reported issues and ensure effective follow-up.

- Contribute to the creation and improvement of internal documentation, FAQs, and knowledge-base content.

- Support the team with administrative and operational tasks related to customer support.

- Continuously learn from customer interactions and feedback to improve product and support knowledge.

Skills and Experience

- Strong written and verbal communication skills.

- Customer-oriented mindset with a genuine interest in helping others.

- Good problem-solving and analytical skills.

- Comfortable working with technology and learning new software applications.

- Strong attention to detail and ability to follow processes accurately.

- Ability to prioritize tasks and manage time effectively.

- Positive, proactive, and collaborative attitude.

- Willingness to learn and receive feedback.

- Good command of English, both written and spoken.

Nice to have

- Recently completed a degree in Business, Information Technology, Computer Science, Communications, or a related field.

- Previous experience in customer service, support, administration, or a technology-related environment.

- Familiarity with SaaS products, CRM systems, ticketing platforms, or other support tools.

- Basic understanding of APIs, technical troubleshooting, or software products.

- Interest in the technology and/or maritime industry.

We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?

We make things happen
We act decisively and with purpose, going the extra mile.

We build together
We foster relationships and develop creative solutions to address market challenges.

We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.

Our People Pledge

Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.

Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

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