International Chat Process Associate

ROLES AND RESPONSIBILITIES:

• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure customer voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity, and clear expectation setting.
• Set a high bar for Customer Service Analysts within the organization by setting an example through performance and work ethic.
• Handling customer queries via chat.

What we look for in you (i.e. job requirements):

• Shift and weekend work is a requirement.
• Experience with different channels of support including voice, chat and email.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders.
• Bachelor's degree or equivalent