Customer Support Representative

hace 3 semanas

Colombia Magic, Inc A tiempo completo
Customer Support Role

We are seeking a skilled and proactive Customer Support Representative to join our team at Magic, Inc. This is a remote full-time position that requires excellent communication and problem-solving skills.

Key Responsibilities
  1. Respond to customer inquiries and resolve issues through live chat in a timely and professional manner.
  2. Provide accurate and helpful information about products, services, and company policies.
  3. Assist customers with placing orders, processing returns, and tracking shipments.
  4. Troubleshoot technical issues and provide step-by-step instructions to resolve them.
  5. Escalate complex or unresolved issues to senior support staff or supervisors.
  6. Maintain a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.
  7. Proactively identify and address customer concerns or issues to prevent potential escalation.
  8. Build rapport and establish positive relationships with customers through effective communication and empathy.
  9. Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.
  10. Collaborate with other customer support team members and departments to ensure a seamless customer experience.
  11. Stay up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.
  12. Continuously improve knowledge and skills through training sessions and self-education to enhance customer support abilities.
  13. Strive to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.
  14. Adhere to company policies and procedures, including privacy and data protection guidelines, while handling customer information.
  15. Maintain a calm and professional demeanor even in stressful or challenging situations.
Minimum Qualifications
  1. Must have Customer Support experience in the BPO or Remote/Virtual setting.
  2. Proficient in written and spoken English.
  3. Experience using help desk software and other remote support tools.
  4. Familiar with different CRM tools.
  5. Has own work-from-home equipment.
  6. Must be willing to work US Business Hours.
  7. Available to start ASAP.
Required Equipment
  1. Laptop or desktop computer that can run web browsing, spreadsheet, and communication software.
  2. Intel i3 or AMD Ryzen 1300 processor (or equivalent).
  3. 4GB RAM.
  4. Stable internet connection, preferably at least 5Mbps.
  5. Headset for video calls.
Benefits of Working with Magic, Inc.
  1. Fully remote work.
  2. Opportunities to work with various projects.
  3. Amazing Assistant Support (we have a dedicated support team that you can ask questions to along the way).

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