At a Glance
- Tasks: Provide top-notch support to customers via email, chat, and social media.
- Company: Join Synthesia, the leading AI video platform trusted by Fortune 100 companies.
- Benefits: Competitive salary, flexible shifts, and a chance to work with cutting-edge technology.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Be the frontline hero in enhancing customer experiences with innovative AI solutions.
- Qualifications: Customer support experience and excellent communication skills are a must.
The predicted salary is between 18000 - 22000 £ per year.
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
Location: Philippines (APAC region)
About the role
As a Customer Support Associate (CSA) you will act as the frontline key person, responsible for providing support and assistance to customers who have inquiries or issues with our product or services.
The role:
- Respond to customer inquiries via email, chat, or social media in a timely and professional manner
- Provide accurate information and support to customers to resolve their issues
- Identify and escalate complex issues to Tier 2 support when necessary
- Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
- Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
- Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction
- Continuously improve your own product knowledge and remain up to date with our product, services and processes
- Provide constructive feedback to the business and leadership team to improve customer support processes and procedures
About you:
- Based in the Philippines
- High school diploma or equivalent; college or a degree in a related field is desirable but not essential
- At least 1 year experience within a technical support environment
- Excellent verbal and written communication skills
- Customer-oriented mindset with a strong desire to exceed customer expectations
- Ability to multitask and manage time effectively
- Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
- Ability to work in a fast-paced and dynamic environment
- Ability to work independently and as part of a team
- Flexibility to work different shifts, bank holidays and weekends as and when required
Success will be measured on:
- Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity
Working Hours:
As we’re a global company with global customers, we need to ensure we’re available to support 24/7. We’re looking for someone who is happy doing shift work, Monday-Sunday, inclusive of bank holidays, any hours between 6am - 12am.
Customer Support Associate - APAC in London employer: Synthesia
At Synthesia, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Greater London. Our commitment to employee growth is evident through continuous learning opportunities and the chance to work on cutting-edge AI technologies, making every day at Synthesia both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate - APAC in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Synthesia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Synthesia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Associate - APAC in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Synthesia:Your cover letter is your chance to shine! Tell us why you want to work at Synthesia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Synthesia!
How to prepare for a job interview at Synthesia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
