Note that we are in need of agents open to working for the following hours:
Morning (6am start for 5-8 hours)
Day (6-8 hours between 10am-6pm)
Evening (5-8 hours ending at 12am)
We're a fast growing startup seeking a detail-oriented and customer-focused escalation agent to join our team in SF. The ideal candidate thrives in a fast-paced technology startup environment, excels at solving problems, and has a proven aptitude for building, tinkering, and practical hands-on tasks. This role requires a strong sense of teamwork, common sense, and a commitment to quality and efficiency.
1.) Resolve Escalated Inquiries
- Handle complex customer service questions and escalations across multiple products and brands via phone, email, and text.
- Provide clear, empathetic, and effective resolutions to ensure customer satisfaction.
2.) Problem Solving and Troubleshooting
- Diagnose and resolve issues with a hands-on and practical approach.
- Collaborate with internal teams to address technical or product-related concerns.
3.) Quality Assurance
- Ensure all customer interactions align with company quality standards.
- Maintain a high level of accuracy, professionalism, and efficiency in all communications.
4.) Team Collaboration
- Work closely with other team members to share insights and solutions for recurring customer issues.
- Contribute to a positive and supportive team environment.
5.) Process Improvement
- Identify trends in customer issues and recommend solutions to improve product or service quality.
- Assist in developing new tools or processes to enhance efficiency.
6.) Multitasking in a Fast-Paced Environment
- Thrive in a high-volume, fast-paced technology startup environment.
- Manage multiple tasks and channels (phone, email, text) effectively while maintaining attention to detail.
7.) Customer Advocacy
- Act as a liaison between customers and the company to ensure customer needs are met.
- Provide feedback to product or brand teams to enhance the customer experience.
8.) Commitment to Continuous Learning
- Stay updated on product knowledge, tools, and best practices to deliver superior customer service.
- Adapt quickly to new processes or technology changes within the company.