Customer Service Representative (CDO)

Job Description

• Provide exceptional customer support experience through multiple communication channels (email, phone, chat)
• Develop an expert understanding of our platform and how each customer is unique and learn how to efficiently apply that knowledge to provide them the support they need and anticipate future questions
• Triage, research, and understand the causes, impact, and priority of incoming issues
• Troubleshoot, investigate, and create detailed bug reports; partner with engineering to get high impact issues resolved
• Represent the support team while working cross-functionally with other departments; providing insights and advocating for our customers and team
• Contribute to continuous learning by leading training, improving documentation, and sharing your knowledge with others
• Participate in an on-call rotation

Requirements

• College Level
• Prior BPO experience (at least 1 year) highly preferred
• Able to start immediately
• Excellent English communication skills
• Willing to work on shifting schedules
• Willing to work onsite
• Keen to detail
• Strong time management
• Adaptability and accountability
• Has critical thinking skills with a focus on issue resolution and customer satisfaction
• Knowledge of customer service practices and principles
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice
• Ability to handle stressful situations appropriately