Availability Monday to Sunday with availability between 9:00 a.m. and 1:00 a.m. (This does not mean the shift runs from 9 a.m. to 1 a.m.it means the work schedule will fall within that time range. The position is 44 hours per week, with a 1-hour lunch break and standard rest breaks.) Two days off per week (they may be consecutive, but this is not guaranteed). Once hybrid modality is earned through performance, the schedule becomes 3 days of home office and 2 days onsite.
Job Description
Driven by our Passion for People, our Customer Service Specialists are focused on delivering an exceptional client experience. They provide support via PHONE/CHAT, assisting with inquiries, troubleshooting, and general customer care. They respond to all customer communications through phone or chat and offer assistance with account questions, services, programs/promotions, and technical issues related to .com/Direct.
Ultimately, we bring people together. Whether its our clients, their customers, our colleagues, or our nonprofit partnerswe thrive on the joy of working with people. Every connection, every relationship matters.
Minimum experience:
6 months in CSR within a BPO environment.
English level: C1 (Advanced)
Responsibilities ·
Respond to customer inquiries via phone, including product purchases, service and quality questions, order status, product information, and general support issues. ·
Demonstrate high standards of service quality.
· Stay up to date on product knowledge and procedures, and assess industry trends.
· Collaborate with the quality and training teams to self-manage performance expectations.
· Maintain open communication with the Team Leader, Quality Advocate, Trainer, and Manager for support and personal development.
· Demonstrate business awareness, courtesy, and professionalism in all customer interactions.
· Accurately input and document all customer interactions in the proprietary call center database (CSC).
· Be punctual and adhere to all scheduled shifts and deadlines, including special projects.
· Strictly follow key performance indicators (KPIs) set by management.
· Strive to exceed KPIs and quality goals as defined by management.
· Communicate proactively and professionally with customers across multiple channels, including phone, chat, and email. Agents may be asked to switch between channels at any time.