Customer Support Agent
September 3
Description
• To be successful in this role, you should be an excellent communicator who's able to earn our customer trust and go above and beyond to offer the best solution. • You will be part of the Customer Support Team and will be required to deal with customers contact via – email, live chat and phone calls. • We are offering support 24/7 and the successful candidate will work on a weekly rotation – including weekends and public holidays. • If you enjoy working in a fast paced, rapidly growing business and delighting customers, you’ll fit in perfectly. • Provide customers with product and service information and resolve product and service problems. • Organize and keep up to date customer records, records of customer interactions, process customer accounts and file documents by updating account information. • Successfully resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem. • Actively recommend potential products or services to management by collecting customer information and analyzing customer needs. • Accomplish weekly, monthly, and quarterly results defined by the company's Key Performance Indicators and Service Level Agreements as a contribution to the overall team efforts. • Achieve and exceed personal/customer service team targets. • Successfully and actively handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • Strictly follow company's communication procedures, guidelines and policies. • Take the extra mile to engage customers.
Requirements
• Minimum of 2+ years experience in a Customer Service role • Bachelor's degree in any course or at least 2 years in college • Ideally experience dealing with USA or Gaming/eCommerce background • Strong contact handling skills and active listening • Familiarity with Zendesk and highly IT literate • Customer orientation and ability to adapt/respond to different types of characters • Excellent communication and presentation skills, excellent written and spoken English is a must • Ability to multi-task, prioritize, and manage time effectively without micro-management • Willingness to work outside on a shifting schedule/weekend/holidays • You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements: PC – Intel i5 4th Gen (or higher) – self provided Minimum OS Version: Windows 10 or higher Internet browser (preferably Chrome – but can use Edge, Firefox, etc.) Minimum RAM: 8 GB Minimum HDD Space: 1 GB Headset: USB Headset (noise-canceling) Web Camera (for team meetings) Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required. Backup Internet provider
Benefits
• Competitive salary • Flexibility and remote work • Training and development • International collaboration with our teams based around the world • Fast growing business where the sky's the limit for your career
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