Voice Support agents are responsible for providing the highest level of service to customers at all times.
As a Voice Support Agent, you are the face and voice of the company, guiding our users through the experience, ensuring that it is simple, fast and successful.
Duties and Responsibilities
Provides exceptional customer service through various channels, mainly via phone calls.
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;
expediting correction or adjustment; following up to ensure resolution
Provide accurate information to customers’ queries
Identify and flag potential fraud issues
Promotes features and benefits of using Escrow.com by doing soft upselling.
Incorporates changes in work practices in response to changes requested by management
Adheres to Escrow policies and procedures
Actively contribute to team meetings, calibrations, training sessions and other related activities
Recommends potential products or services improvement to Management by collecting customer information and analyzing customer needs.
Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting and post mortem analyses etc
Customer Success Representative - Escrow Voice Support Company Expectations
Manage the Escrow inbound call queue according to schedule and ensure that it is properly manned at all times.
Assist in ensuring that the CX Outreach escalation queue is cleared by the end of the shift
Handle the Voice Outreach Outbound call escalation queue and make sure this is cleared by the end of the shift
Deliver excellent customer experience by using a more hands on approach in assisting users and by upselling our available specialized services
Help improve Escrow online reputation by providing exceptional customer experience via chat and giving out SJ and TP links to happy customers.
Meets expectations on CX Metrics and KPIs
Have an awesome attitude (proactive, positive and agile)
Be open minded to the ideas that benefit the greater good.
Collaborate and actively participate in team activities and projects.
Take initiatives in solving problems and go beyond what is expected of us.
Exceptional English communication skills - written and verbal
Candidates must possess at least a Highschool diploma
At least 1 year(s) of working experience in the related field is required for this position
Ability to effectively articulate complex information to a variety of technical and non-technical users
Detail oriented and process driven
Have strong analytical and problem solving skills
Has the ability to work in a fast paced dynamic environment
Possesses excellent personal and customer service abilities
Must be able to work flexible hours when required
Need an active VISA for foreign applicants
We would love if you :
Have 1-4 yrs worth of work experience, specializing in Customer Service
Have sales experience via phone, email and / or chat
Are fluent in other languages - bonus points for French and / or Chinese
Have experience with web-based businesses
This won’t be a cog-in-the-machine type of job; you will be joining a global technology company that values attitude and capability over experience, so if you are looking to make a difference and be rewarded for your efforts, this is the place for you.
We are striving to build one of the biggest tech companies out there, so help us reach our goals, while enjoying all the perks of working in tech - fun atmosphere, smart people, awesome office, fully-stocked kitchens, social events, hackathons, your choice of platform, and more!