Job Highlights:

• Work-life Balance

• Competitive salary

• 'Family-oriented' Culture

• Hybrid Set Up (2x a day onsite)

• Eastern Time zone Account

Duties and Responsibilities:

• Customer Interaction: Address and resolve complex customer inquiries and issues promptly and effectively; Provide guidance and support to other team members facing challenging situations

• Mentorship and Training: Act as a mentor to junior customer service representatives, sharing knowledge and best practices; Assist in training new team members on company products, services, and processes

• Problem Resolution: Take the lead in handling escalated issues, working collaboratively with other departments for swift resolution; Analyze trends in customer concerns and propose proactive solutions

• Team Collaboration: Collaborate with team leaders and other departments to streamline processes and improve overall efficiency; Act as a bridge between frontline staff and management, fostering effective communication

• Customer Feedback Analysis: Gather and analyze customer feedback to identify opportunities for improvement; Suggest and implement changes to enhance the overall customer experience

• Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to stay informed about new products, promotions, and customer feedback; Provide insights from customer interactions to contribute to product/service improvements

Required Skills:

• Communication Skills:

• Excellent verbal and written communication skills

• Ability to articulate solutions clearly and professionally

• Ability to communicate technical concepts to non-technical stakeholders

• Problem-Solving & Critical Thinking:

• Strong analytical, critical thinking, and problem-solving skills with the ability to troubleshoot and solve basic technical issues

• Ability to think on your feet and provide effective solutions

• Drive to take initiative and think outside the box

• Mentorship:

• Ability to train and mentor junior and new team members

• Customer Focus:

• Genuine commitment to providing outstanding customer service

• Empathy and patience in dealing with customer concerns

• Team Player:

• Ability to collaborate with team members and other departments

• Willingness to assist colleagues in busy periods

• Adaptability:

• Comfortable in a fast-paced environment with changing priorities

• Openness to learning and adapting to new processes

Qualifications:

• Bachelor's degree of any related field

• 2 years work experience in BPO - Technical Support LOB

• Experience in voice t is required.

• Excellent English communication skills

• Previous experience in customer service or related field

• Familiarity with customer service software and systems

• Experience with API's

• Hybrid Set Up (2x a week onsite)

• Candidate must be amenable to work following to work at night.

WHY INTELASSIST?

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