About RedCloud

RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets.

RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better decisions. RedCloud enables FMCG Brands to seize new opportunities in emerging markets, facilitates access to more buyers & streamlines operations for Distributors, and helps Local Merchants spend more time selling products, not searching for them.

The company comprises a highly diverse, dynamic team of driven talented people from over twenty different countries, speaking multiple languages, with a physical footprint in Africa, Europe, and Latin America. 

The role:

In this role, you will oversee daily interactions and ensure our customers receive exceptional service. You will also contribute to developing and implementing strategies that enhance customer satisfaction. Your efforts will be vital in driving continuous improvement in our support operations. 

Responsibilities:

  · Order Management:

· Establish communication between retailers and key distributors to ensure timely delivery of orders.

· Make outbound calls to retailers when their order status changes to 'Shipped' to confirm receipt, including line-item verification.

· Escalate complaints promptly when orders are not received to ensure swift resolution.

Customer Support:

· Assist customers with troubleshooting and resolving issues related to their accounts and orders.

· Update customer information, ensuring accuracy of email addresses and complete physical addresses with landmarks.

· Act as an escalation point for complex customer issues, providing resolution and ensuring customer satisfaction.

· Analyze recurring issues and collaborate with relevant teams to implement process improvements or system enhancements.

CRM and Communication Support:

· Provide support through incoming emails and WhatsApp via the CRM system.

· Execute outbound marketing campaigns to retailers using SMS, WhatsApp, and email.

Threat and Dormant Management:

· Conduct outbound engagement calls to dormant retailers regarding current promotions and win-back campaigns to encourage repurchase from Red101.

· Capture the Voice of Customer (VOC) to identify churn reasons.

Onboarding and KYC Verification:

· Review customer submissions for any discrepancies or inconsistencies.

· Follow up with customers to obtain accurate resubmissions when necessary.

Process Development:

Collaborate with management to design and refine customer support processes, ensuring they align with organizational goals and enhance the overall customer experience.

Identify areas for improvement in the current support processes and develop actionable plans to implement changes.

Requirements:

· Bachelor's degree in Business Administration, Communications, or a related field.

· English speaker

· 3-5 years of experience in customer support or customer success

· Excellent communication and interpersonal skills.

· Ability to analyze data and develop actionable insights.

· Proficiency in customer support software and CRM systems.

· Strong problem-solving skills and the ability to handle challenging situations with empathy and professionalism.

· Base in São Paulo / BR

Check out the links below to see what our CEO Justin Floyd has to say about our plans for growth for the year ahead, and to see our latest video on the mission we’re on!

RedCloud I We're growing!

RedCloud I Red101 App I Open Commerce