Description:
Key Responsibilities:
- Holding high levels of professionalism and Deel product knowledge
- Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience
- Efficiently work through tickets via voice calls, live chats, email and social media channels
- Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers
- Continually learn the Deel platform, keeping up to date with product features and changes
- Open communication with internal team members and business operations to help optimize and support workflows
- Specialize in different account topics and become a subject matter expert Communicating with customers through various channels (includes, but not limited to chat, email, phone, hangouts etc).
- Processing orders, forms, applications, and requests.
- Deliver efficient troubleshooting and query resolution.
- Identify, qualify and overcome customer objections.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Providing feedback on the efficiency of the customer service process.
- Meet deadlines in a fast paced environment.
- Manage and exceed multiple performance related targets.
- Participate in on-going product training and process upskilling.
Experience and skills required:
- Preferred experience in BPO, Call Centres or Customer Facing Teams
- Ability to work across multiple platforms, providing customer support using voice calls, live chats, email and social media
- Fluent in written and verbal english communication skills
- Have an “Outcome oriented mindset” with the quick ability to research and investigate
- Demonstrated high ability in providing customer satisfaction through empathy and problem solving
- Have previously embraced remote work, capable of working independently and self-motivated
- Experience working within a Global SaaS company would be highly regarded
- Zendesk experience is preferred
- Participate in on-going product training and process upskilling.
- Use initiative in identifying trends and/or process improvements.
- Being adherent and flexible to internal processes and procedures.
- Being open-minded and willing to accept feedback, whether positive or constructive.
- Demonstrate exceptional proactiveness, seamlessly collaborates with team members, and take full ownership of tasks to drive efficient and successful outcomes.
- Collaborate with the direct manager to resolve customer escalations within the agreed timeline. Communicating and coordinating with colleagues as necessary.
- This is a Contractor position. The Contrator may be requested to provide their services during non-core business hours throughout the week, including during evenings.
- At Deel we work at Deel Speed and your job duties may change to occasionally accommodate changing business needs.