Customer Service Representative, Freshdesk

🕒 il y a 1 mois

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SupportNinja

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round en 2021-02

B2B • SaaS

SupportNinja est une entreprise mondiale d'externalisation spécialisée dans la fourniture de solutions d'expérience client, incluant le support client, le support technique, la modération de contenu et le traitement de données. Ils combinent une technologie de pointe avec une culture axée sur l'humain pour offrir des services sur mesure et agiles permettant aux entreprises de croître efficacement et d'atteindre leurs objectifs sans contrats à long terme rigides. Avec un fort accent sur la flexibilité et la personnalisation, SupportNinja aide ses clients à naviguer dans leur croissance en les connectant avec des talents et des ressources experts dans divers secteurs.

Description

• Respond promptly and professionally to inquiries via phone, email, chat, and SMS • Handle high-priority tasks such as WISMO (Where Is My Order), order changes, refunds, and other basic queries • Provide accurate information about products and services while maintaining a positive, empathetic, and professional attitude toward all customers and colleagues • Resolve issues efficiently and follow up with customers to ensure their satisfaction • Properly and accurately document all customer interactions in the organization’s CRM • Facilitate future AI deflection strategies through detailed documentation and process support • Partner with other departments as needed to ensure customer success is achieved • Meet or exceed performance targets for all related KPIs while adhering to company policies

🎯 Exigences

• Previous customer service experience or an equivalent background • C1 Communications level is a hard requirement with a natural and neutral accent • Proficient in using computers and various software applications • Hands-on experience with Freshdesk and Vonage (or similar tools) is required • Previous experience with a CRM is preferred • A familiarity or interest in motorcycles is a "nice to have" to support easier engagement with customers • You maintain a professional and empathetic attitude at all times, ensuring customers feel heard • You focus on resolving issues in a timely and efficient manner, ensuring resolution to the customer's satisfaction • You continuously improve your knowledge of products, services, and processes through training programs and learning modules

🏖️ Avantages

• Competitive Compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO starting on Day 1 • Paid time off + birthday leave • Opportunities for skills training and personal and professional development