We believe in providing excellent, efficient and high-level customer service experience to our customers. Customer Support handles all customer contacts through calls, emails and chats. Customer Support Agents effectively navigate an ever-changing environment, offering resolutions to our customers the first time and at a high level of quality.

KEY ROLE RESPONSIBILITIES

  • Answer inbound calls, emails, chats and any future methods related to any of our clients’ products in a professional, friendly and effective manner.
  • Provide helpful customer service by identifying customer needs, resolving customer concerns and processing customer transactions efficiently.
  • Consistently provide accurate, clearly-communicated information in order to achieve First Contact Resolution (FCR).
  • Offer exceptional and proactive customer service in alignment with our high standards of excellence in order to meet customer satisfaction and quality targets.
  • Handle customer interactions quickly and effectively within a reasonable handle time, including multiple chat interactions concurrently.
  • Capitalize on opportunities to upsell products as required, effectively delivering results to our clients by supporting our customers in making the right product decisions.
  • Ensure consistent availability and schedule adherence at all times throughout your shift.
  • Maintain an overall high level of knowledge and expertise across multiple product channels.
  • Provide basic troubleshooting and issue reporting.
  • At all times adhere to the company’s Handbook and Code of Conduct, and maintain the strictest level of confidentiality with all of our data.
  • Perform other duties and responsibilities not specifically outlined herein, as assigned.

KEY PERSONAL CAPABILITIES

  • At least 1 year’s previous experience providing customer service, in a contact center or other environment.
  • Excellent phone, email and chat abilities, with strong verbal and written communication skills.
  • Highly efficient and productive, and capable of multitasking consistently throughout the day.
  • Enjoys working within a culture of excellence, with significant career growth potential & performance incentives, but equally significant performance expectations.
  • Has basic computer troubleshooting skills; familiarity with contact center applications and MS Word products a major asset.
  • A strong team player who can motivate and drive team success, while capable of
  • Can demonstrate flexibility and reliability in shifting schedules; available to work 24/7 if needed.

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