Job Highlights:
- Work-life Balance
- Competitive salary
- 'Family-oriented' Culture
- Hybrid Set Up (2x a day onsite)
- Eastern Time zone Account
Duties and Responsibilities:
- Customer Interaction: Address and resolve complex customer inquiries and issues promptly and effectively; Provide guidance and support to other team members facing challenging situations
- Mentorship and Training: Act as a mentor to junior customer service representatives, sharing knowledge and best practices; Assist in training new team members on company products, services, and processes
- Problem Resolution: Take the lead in handling escalated issues, working collaboratively with other departments for swift resolution; Analyze trends in customer concerns and propose proactive solutions
- Team Collaboration: Collaborate with team leaders and other departments to streamline processes and improve overall efficiency; Act as a bridge between frontline staff and management, fostering effective communication
- Customer Feedback Analysis: Gather and analyze customer feedback to identify opportunities for improvement; Suggest and implement changes to enhance the overall customer experience
- Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to stay informed about new products, promotions, and customer feedback; Provide insights from customer interactions to contribute to product/service improvements
Required Skills:
- Communication Skills:
- Excellent verbal and written communication skills
- Ability to articulate solutions clearly and professionally
- Ability to communicate technical concepts to non-technical stakeholders
- Problem-Solving & Critical Thinking:
- Strong analytical, critical thinking, and problem-solving skills with the ability to troubleshoot and solve basic technical issues
- Ability to think on your feet and provide effective solutions
- Drive to take initiative and think outside the box
- Mentorship:
- Ability to train and mentor junior and new team members
- Customer Focus:
- Genuine commitment to providing outstanding customer service
- Empathy and patience in dealing with customer concerns
- Team Player:
- Ability to collaborate with team members and other departments
- Willingness to assist colleagues in busy periods
- Adaptability:
- Comfortable in a fast-paced environment with changing priorities
- Openness to learning and adapting to new processes
Qualifications:
- Bachelor's degree of any related field
- 2 years work experience in BPO - Technical Support LOB
- Experience in voice t is required.
- Excellent English communication skills
- Previous experience in customer service or related field
- Familiarity with customer service software and systems
- Experience with API's
- Hybrid Set Up (2x a week onsite)
- Candidate must be amenable to work following to work at night.
WHY INTELASSIST?
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