Customer Support Agent

Customer Support Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service.

Responsibilities in Support:

• Provides excellent customer service assistance to clients via chat and email.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
• Fulfils requests by clarifying desired information, completing transactions, escalating requests to the relevant departments,
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments,
• Able to handle stressful situations,
• Able to work on shifting schedules (morning, mid and night shifts)
• Able to work as part of a team
• Efficiently works together with the team in reaching the personal, team and department Key Performance Indicators (KPIs) set every month based on the Service Level Agreement (SLA),
• Communicates with management about errors with system/website issues,
• Performs other duties as assigned.
• Will be directly reporting to the Team Leader.

Responsibilities in Outbound activities:

• Outbound customer engagement in order to drive high customer satisfaction and incremented revenue.
• Following up with customers in their welcome journeys with the goal to increase overall life time value.
• While using live chat as the main tool, proactively initiate customer engagements.

Professional requirements:

• Professional use of the English language - mandatory advanced.
• Great communication skills, flexible and reliable.
• Good computer skills and multitasking abilities.