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Customer Support Agent

Taptap Send· Customer Experience
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CasablancaFull-timePosted 2mo ago

About the role

Customer Support Agent at Taptap Send responsible for first-line support via chat, email, and phone, with opportunity to progress to Tier 2/Escalation Agent based on performance.

Responsibilities

  • Provide timely, accurate, and empathetic support to customers via chat, email, and phone
  • Resolve common customer issues efficiently, following internal processes and SLAs
  • Accurately document customer interactions and resolutions
  • Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
  • Collaborate closely with other agents and internal teams to ensure customer satisfaction
  • Identify recurring issues and flag potential improvements to processes or tools
  • Keep up to date with product features, policy updates, and process changes
  • Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities

Qualifications

  • 1+ years of experience in customer support or a similar customer-facing role
  • Excellent communication skills, both written and verbal
  • Patience, empathy, and professionalism when dealing with customers
  • Strong problem-solving and multitasking abilities
  • Comfortable using customer management and ticketing tools
  • Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or Creoles
  • Organised, detail-oriented, and motivated to learn and grow

Skills

Required:CommunicationProblem-solvingCustomer support toolsEnglish and another language
Last updated Oct 1, 2026. Interested? Apply on the company site.

About Taptap Send

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