Customer Support Representative

About DevelopmentAid

DevelopmentAid is one of the world’s leading information providers in the international development sector. For over 15 years, we’ve empowered top talent and organizations to create meaningful change around the globe. With headquarters in Chisinau, Moldova, a branch in Tbilisi, Georgia, and a global network of associates, we’re growing- and we want passionate Customer Support Representative to join our Corporate Sales team.

We are looking for a Customer Support Representative to join our Corporate Sales Department, who will be able to develop and maintain strong rapport with paid members of DevelopmentAid as well as efficiently respond to customers’ needs and issues.

Key Responsibilities

• Efficiently gather users’ information, access and fulfill their needs, educate them, and make short presentations where applicable.
• Serve as a bridge between the user and BDM when more detailed presentations are needed.
• Provide quality service and support in a variety of areas including, but not limited to system troubleshooting, payments, membership in DevelopmentAid, and website functionality.
• Troubleshoot user issues over email, online chat, or phone.
• Be capable of allocating priorities to errors/bugs from our side.
• Conduct research and cooperate with IT, Data Management, and other departments in order to find a quick solution for the users’ requests. Follow up with them.
• Maintain a balance between company policy and member benefit in decision-making. Handles issues in the best interest of both members and the company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the user experience.
• Send “member service surveys” and other follow-up emails and make calls when needed to ensure a stable rapport between DevelopmentAid and the key person in the client’s company.
• Compile and generate reports as they relate to customer service surveys.
• Inform BDM when the key contact in the member company is moving to another position or another entity.
• Manage data for existing and new members in the back-end and front-end of DevelopmentAid, ensuring it’s accurate.
• Take over BDM’s conversation (if needed), when BDMs are absent (vacation, sick leave, travel). This is to be done only after establishing that the LG assigned to absent BDM is not capable of answering the query proficiently. LG in this case can approach MA/CC for assistance.
• Keep track of DevelopmentAid website changes upon each IT update, aggregate them in one document, and cooperate with the Marketing department to create a beautiful newsletter to be sent to all members every 3 months.
• Follow up on pending invoices via email and phone.

Your Skills and Qualifications

• University degree.
• Fluent in English, both written and spoken.
• Other foreign languages (preferred).
• Very good online research and computer skills.
• Have a good understanding of our system to define what is a user error, and what is an error from our side
• Knowledge of customer service principles (preferred).
• Knowledge of principles of business correspondence (preferred).
• Good communication skills. Ability to communicate clearly and professionally, both verbally and in writing.
• Inquisitive and willing to learn.
• Detail oriented, highly organized and able to multi-task.
• Reliable and responsible. Team player mentality.
• Highly developed sense of integrity and commitment to customer satisfaction.

Why Join Us?

• Hybrid Work Flexibility: Work from our modern offices in Chisinau or Tbilisi, from Monday to Friday, to support work-life balance.
• Professional Growth: Benefit from comprehensive training, ongoing learning opportunities, and a clear career path within our Corporate Sales Department or even beyond - into other departments.
• Supportive Work Environment: Be part of a talented, collaborative, and international team.

Perks and Benefits:

• Private health insurance (after the trial period);
• Regular team-building activities, social events, and corporate outings;
• The company is a Fitpass member.

Career Development Path
At DevelopmentAid, we believe in nurturing talent. We offer a range of opportunities at all levels of seniority, providing you with a platform for continuous growth. Whether you’re looking to progress within Corporate Sales or explore opportunities in other departments, we support your career ambitions.

Kindly note that we will only reach out directly to candidates selected to proceed to the next stage of our recruitment process.

How to Apply:
To submit an application for this role, please apply via the official website: https://careers.developmentaid.org/jobs/101/corporate-sales-manager