Non-Voice Customer Service Agent

November 19

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Peak Support

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Customer Management (email • chat • phone) • Outbound Calling • Business Process Outsourcing

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

Description

• Responsible for supporting customers contacting our brand via email. • Supporting a wide variety of inquiries types and ensuring satisfaction. • Provide world-class customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience. • Receive inbound inquiries via email; verify required information and do utmost within their power to solve customer programs. • Actively listen and remain empathetic to the needs of each and every customer, tailoring solutions to provide the best experience possible. • Strive to meet and exceed quality and performance metrics. • Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer. • Learn and retain thorough working knowledge of all existing and new process and procedures. • Proactively identify and share key insights observed in handling volume with leadership. • Attend Team Meetings/additional training sessions as scheduled.

Requirements

• Above-average written communication skills – ability to write clearly and professionally, using proper grammar, spelling, and tone. • Ability to actively listen and use the information provided by the customer to meet the clients' needs. • Demonstrate appropriate empathy, accurately & genuinely show understanding of the customer's emotional state. • Maintain courtesy, politeness, & confidence throughout the interaction. • Demonstrate comfort in resolving sensitive issues and diffusing escalated scenarios. • Ability to adapt and thrive in a fast paced, rapidly changing environment. • Demonstrate highly detail and solution oriented critical thinking skills.

Benefits

• Competitive compensation and excellent benefits. • Comprehensive training and development programs. • A fun, inclusive workplace culture. • Opportunities for personal and professional growth.