Customer Service Agent
Remote
This position is responsible for responding to customer queries promptly and accurately via email, chat, or phone. The primary focus is on identifying customer needs, providing solutions, resolving disputes, analyzing and reporting product malfunctions, and maintaining a high level of customer loyalty.
Key responsibilities:
– Responding to customer queries in a timely and accurate manner via email, chat, or phone, adhering to company internal policies
– Identifying customer needs, providing support, information, and effective solutions to resolve customer issues and concerns
– Identifying customer issues and choosing the most appropriate way to resolve them: via email, chat, or in remote sessions
– Utilizing the company’s CRM system and updating it as necessary
– Resolving 33 or more tickets and updating 45 or more tickets per shift
– Analyzing and reporting product malfunctions
– Obtaining and sharing customer feedback and feature requests with colleagues and other departments to help improve products and services
– Following up with customers to ensure resolution of technical issues
– Following internal policies and procedures
– Maintaining high standards of service for Movavi clients
– Maintaining customer satisfaction scores of more than 70%
– Achieving a quality index score of 85% or higher per month
– Escalating complaints and any other urgent issues to Team Leads, a QA manager, or the Head of Customer Service
– Being punctual for shifts and available online during working hours
– Staying updated on everyday activities, projects, procedures, and policies through Google calendar, mailbox, information on Confluence, Slack channels, and online meetings
General responsibilities:
– Attending and participating in staff meetings, Quality Assurance meetings, and other important company events
– Projecting a positive and supportive tone in all oral, written, and non-verbal communication
– Completing other tasks as directed, which may include participation or taking the lead in ad-hoc projects
– Adhering to company policies and procedures
Required hard skills and knowledge:
– Bachelor’s degree or relevant work experience in a related field
– Computer literate and proficient in the use of contemporary software
– Understanding of how CRM systems work
– Fluent in English. Proficiency in another foreign language (German, French, Italian, Chinese, or others)
Required soft skills and knowledge:
– Excellent communication and problem-solving skills
– Customer-oriented approach and passion for customer service
– Multi-tasking abilities
– Patience when handling tough cases
– Excellent interpersonal skills and positive attitude towards customers, colleagues, and the company
Novosibirsk time schedule: from 8:00 to 16:30, including a 30-minute break.
Required work experience: 1–3 years