Deeper than skin, greater than wealth.
About the Role
We are looking for a Customer Service Representative who is passionate about providing exceptional service and ensuring a seamless experience for our customers and business owners. You will be a crucial part of our team, offering support to both consumers and businesses using The Nile platform.
As a Customer Service Representative, you will assist customers and business owners with inquiries, resolve issues, and provide information about the platform, services, and listings. Your goal will be to ensure that all users have a positive and satisfying experience when interacting with The Nile.
Requirements
Key Responsibilities:
Customer Support: Provide timely and effective assistance to users, including customers and business owners, via email, chat, or phone.
Platform Assistance: Help users navigate The Nile platform, including the marketplace, directory, and business listings.
Issue Resolution: Address customer concerns, including billing inquiries, technical issues, or platform-related questions, and find appropriate solutions.
Feedback Collection: Gather and report on user feedback to help improve platform features and services.
Business Owner Support: Assist businesses with onboarding, profile updates, and general platform inquiries.
Product and Service Knowledge: Maintain an up-to-date understanding of The Nile’s services and features to provide accurate information to customers and business owners.
Documentation: Track and log customer interactions, complaints, and resolutions in CRM or support systems.
Collaborate with Team: Work with other teams (marketing, tech support, etc.) to resolve customer concerns and improve user experience.
Requirements:
Strong communication skills (written and verbal) and a customer-first mindset.
Experience in customer service or a related field (experience in a marketplace or directory is a plus).
Ability to resolve issues and respond to customer inquiries with professionalism and efficiency.
Experience using CRM tools, email support platforms, or helpdesk software.
Strong problem-solving skills and the ability to handle sensitive situations with empathy and care.
Ability to work independently and as part of a team.
Passion for supporting Black-owned businesses and creating a positive community experience.
Preferred Qualifications:
Experience in eCommerce platforms or marketplace-based customer service.
Familiarity with social media platforms and responding to inquiries via social channels.
Previous experience working with Black-owned businesses or knowledge of the Black entrepreneurship ecosystem.
Multilingual skills (Spanish, French, etc.) are a plus.
About the Company
The Nile is a Black-owned directory and marketplace designed to help consumers easily discover and support Black-owned businesses across industries. Our mission is to empower Black entrepreneurs, foster economic growth, and create a thriving digital ecosystem for the community.