Customer Support Representative - Escrow Voice Support
Freelancer.com
Buenos Aires, Buenos Aires, Argentina
hace 3 días

Description

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.
  • Requirements

    Minimum Qualifications

  • 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
  • Self-starter.
  • 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
  • Benefits

    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!

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