Marketing & Customer Support

Customer Service Representative - Chat and Email Support

Job Description

As a Customer Service Representative - Chat and Email Support, you will be responsible for providing support to our client's customers. The support will be in various channels such as email, and chat. You are expected to provide the best in class customer service and ensure the customers are fully satisfied.

About the Account

Our client is an online retailer specializing in providing high-quality, stylish prescription eyewear at an affordable price. With a focus on delivering excellent customer service and a seamless online shopping experience, they are dedicated to helping customers find the perfect pair of glasses or sunglasses to suit their style and needs.

Job Details:

  • Customer Service Representative - Chat and Email Support
  • Eastwood Libis QC
  • Shifting Schedule
  • Training Schedule: 1 Month Monday to Friday 9 AM TO 6 PM

Responsibilities:

  • Respond to customers' inquiries via chat and email promptly and professionally
  • Verify customer account information accurately and efficiently
  • Assist customers with their orders, refunds, and exchanges, ensuring complete customer satisfaction
  • Provide comprehensive and accurate product information to customers
  • Ensure that customer inquiries and issues are resolved in a timely and effective manner
  • Continuously improve customer satisfaction by actively seeking feedback and implementing changes based on customer feedback
  • Maintain a high level of customer service knowledge and be able to assist with a wide range of customer inquiries and issues

Qualifications:

  • At least 1 year of experience in a Customer Service role
  • Good English communication skills
  • Highly organized
  • Good Attention to detail
  • Flexible on work schedules

by Carl Trinidad

Customer Service Representative

Position Summary

The client is a dynamic and customer-focused business dedicated to delivering exceptional products and services. They pride themselves on providing top-notch customer support and are looking for a talented Customer Service Representative to join their team.

Job Details:

  • Work Onsite - Bridgetowne, QC
  • Monday to Friday | 5:00 am to 2pm Manila Time
  • *Following New Zealand Holidays

Responsibilities:

  • Respond to customer inquiries via phone, email, and Facebook in a professional and friendly manner.
  • Provide accurate and timely information and assist with product inquiries, tracking, returns, refunds, and ensuring a seamless experience.
  • Resolve customer complaints and issues efficiently and effectively, aiming for first-call resolution.
  • Document customer interactions and maintain accurate records of customer information.
  • Collaborate with other departments to address customer concerns and facilitate issue resolution.
  • Identify and report product or service quality issues to the appropriate teams.
  • Stay up to date with product knowledge.
  • Meet or exceed performance targets, including response times and customer satisfaction ratings.
  • Continuously seek opportunities for process improvement and customer service enhancement.
  • Handle special projects and tasks as assigned by the Customer Service Manager.

Qualifications:

  • High school diploma or equivalent (associate's or bachelor's degree is a plus).
  • Previous customer service experience is essential.
  • Experience with Australian or New Zealand processes is a strong advantage for this role.
  • Exceptional communication skills, both written and verbal.
  • Strong problem-solving abilities and attention to detail.
  • Ability to remain calm and professional under pressure.
  • Proficient in using customer service software and tools.
  • Familiarity with the products or services offered by the company.
  • Positive attitude and a commitment to delivering outstanding customer service.

by Carl Trinidad

Customer Service Representative

Position Summary:

The Customer Service Representative serves as the vital link between our external customers and internal technicians. Primarily responsible for handling customer service tickets via our Freshworks system, the role focuses on efficient data entry and exceptional communication. This role ensures that customer requests are accurately and promptly translated into actionable service tasks in our E-automate system for technicians to fulfill. The position is predominantly administrative and is key to maintaining effective customer relationships and efficient internal workflows.

Job Details:

  • Work from Home
  • *Following US Holidays

Possible Shifts:

  • Mondays to Friday | 8 AM to 5 PM (EST)
  • Mondays to Friday | 8 AM to 5 PM (PST)
  • Mondays to Friday | 8 AM to 5 PM (MST)
  • Mondays to Friday | 8 AM to 5 PM (CST)

Responsibilities:

  • Promptly and professionally answer incoming calls, epitomizing a customer-centric approach.
  • Actively listen to customers to understand their inquiries and concerns, providing clear, accurate, and timely responses.
  • Efficiently process helpdesk tickets, ensuring customers are redirected to the appropriate department or receive the necessary service calls.
  • Handle service calls concerning copy machine hardware, software, and maintenance issues, taking initiative to resolve problems and minimize downtime.
  • Thoroughly document all customer interactions, maintaining precise and up-to-date records which can be utilized for future reference and analysis.
  • Collaborate seamlessly with other departments, sharing pertinent information to expedite the resolution of customer issues.
  • Attend regular training sessions to continually enhance knowledge and skills, staying abreast of company policies, procedures, and technological advancements.
  • Execute other duties as assigned, displaying a willingness and flexibility to contribute to the team's objectives.
  • Manage incoming service tickets via the Freshworks ticketing system, ensuring prompt and accurate response.
  • Translate customer needs from service tickets into actionable tasks in the E-automate system, effectively serving as the intermediary between customers and technicians.
  • Prioritize service tickets according to defined Service Level Agreements (SLAs) and customer needs.
  • Communicate status updates and ETAs to customers as needed, maintaining a high level of customer satisfaction.
  • Monitor and manage ticket queues to ensure even workload distribution among team members.

Qualifications:

  • A minimum of two years of experience in a customer service role, preferably in a call center setting, showcasing a capacity to manage a high volume of requests and deliver outstanding customer service.
  • Basic understanding of computer hardware and software, aiding in the effective handling of technical inquiries.
  • Proficiency in Microsoft Office suites, especially Excel and Word, to manage data and documentation efficiently.
  • Demonstrated ability to prioritize tasks and adhere to deadlines in a high-paced environment.
  • Exceptional communication skills, both oral and written, facilitating professional and constructive interactions with customers and team members.
  • Team-oriented with a problem-solving mindset, taking ownership of tasks to ensure a high standard of service.
  • Education equivalent to the completion of the twelfth grade is essential, with a college degree being desirable.

by Carl Trinidad