Customer Support Representative (US- Voice Process)

Job Summary:

We are looking for dynamic and customer-focused Customer Service Representatives to join our Inbound Service Team for an International Voice Process. The ideal candidate will be responsible for handling customer inquiries, providing support, and ensuring customer satisfaction through effective communication and problem-solving skills.

Key Responsibilities:

• Handle inbound and Outbound calls from international customers and provide accurate and timely resolutions.
• Address customer inquiries, complaints, and service requests in a professional and courteous manner.
• Assist customers with product information, billing issues, account updates, and troubleshooting.
• Maintain detailed records of customer interactions, ensuring proper documentation in the CRM system.
• Follow company policies and guidelines to ensure service quality and compliance.
• Work towards achieving customer satisfaction & first-call resolution.
• Collaborate with internal teams to escalate unresolved issues and provide feedback for service improvements.
• Stay updated with product knowledge, company policies, and process changes.

Key Requirements:

• Education: High school diploma or equivalent; Bachelor's degree preferred.
• Experience: 1-5 years of experience in a customer service or international voice process role preferred.
• Excellent Communication Skills: Strong verbal and written communication skills in English.
• Customer-Oriented: Ability to empathize with customers, actively listen, and provide effective solutions.
• Problem-Solving Skills: Quick thinking and ability to handle customer concerns efficiently.
• Tech-Savvy: Basic knowledge of CRM tools, MS Office, and troubleshooting skills.
• Flexibility: Willingness to work in rotational shifts, including nights, weekends, and holidays.
• Team Player: Strong collaboration and multi-tasking abilities.

PERKS OF JOINING:

• The Culture:

  most companies talk about their values, we live them.

• Supportive Culture:

  We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth.

• Rewards and Recognitions:

  Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA.

• Innovative Work:

  Contribute to cutting-edge solutions for e-commerce and SaaS businesses.

• The Work:

  stability of a market leader with the hunger for innovation and growth of a start-up

• Impactful & Broad Role:

  You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions.

• Growth Opportunities:

  Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it Access comprehensive insurance for health (incl. parents), life and personal accident.

ABOUT SILVERMINE GROUP:

Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.

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