Customer Support Specialists

REQUIREMENTS :

- Fluent in English with a minimum of 2-3 years of work experience in an International Call Center (US Voice Process or UK Voice Process)

- Comfortable working full-time in English and willing to work in US or UK shifts, must be flexible with work timings.

- Demonstrated ability to deliver excellent customer service and resolve issues with good judgment

- Strong analytical abilities for troubleshooting and problem-solving

- Appreciation for routine tasks and ability to follow clear instructions

- Comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process

- Strong communication skills, both verbal and written, with a friendly and professional tone

- Ability to adapt to a fast-paced and technologically advanced environment

- Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively

RESPONSIBILITIES :

- Efficiently manage cancellations and monitor cancellation status for merchants

- Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants

- Provide friendly and efficient customer service support via chat, calls, emails, and other channels

- Familiarity with Merchant Registry and classifications for merchants, services, and categories

- Proficiency in understanding subscription terms and pulling relevant information from internal systems to support Account Management, Sales, and other queries

- Conduct outbound calls to customers for subscription management and issue resolution

- Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary

- Collaborate with cross-functional teams to improve processes and enhance the customer experience

- Maintain accurate records and documentation of customer interactions and issue resolutions

BENEFITS :

- 25 days holiday plus public holidays

- Private health insurance

- Subscription allowance