- Our client is revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world's best-known brands. They are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach.

The Job :

You will be responsible for :

- Providing support and resolving technical issues via email and other electronic communications

- Building credibility and trust with the customer by empathizing with their problem in words

- Proactively understanding their needs and responding promptly to resolve their issue

- Applying advanced troubleshooting techniques to provide unique solutions to the customer's individual needs

- Leveraging their experience to provide feedback to the team on how to improve client services

- Driving customer communication during critical events

- An obligation to deliver exceptional customer service

- Receive emails and chats to gather and verify required information and do utmost within their power to solve customer problems

- Demonstrate empathy and patience to the customer

- Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis

- Provide information to the client and place appropriate notes in the system indicating exactly what action was taken or needs to be taken

- Ensure policies and procedures are followed

- Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer

- Learn and retain a thorough working knowledge of all existing and new processes and procedures

- Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT

- Attend Team Meetings/additional training sessions as scheduled

- Performs other duties as assigned

Ideal Candidate :

- You have at least 1 year experience within a Customer Service role, ideally within the Other Services industry.

- Must successfully pass a background check

- High school diploma or equivalent required

- Must have at least six months customer service experience or equivalent

- Experience in the gaming/tech support industry is a plus

- Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation

- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client's specific needs

- Ability to work in a fast-paced, hectic, changing environment

- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness

- Ability to operate a personal computer

- Ability to adhere to all organizational policies and procedures

- Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays

- Ability to perform basic mathematical functions

- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds