About The Role
We’re looking for Customer Service Representatives who would be supporting our US client’s retail company by answering customer support tickets via email and chat. The role should be able to solve problems and get people happily on their way. The role is a full time role, following US business hours in a hybrid work from home environment. It is going to be for a seasonal campaign with a possibility to be absorbed for a regular contract.
We know it can be tricky to apply for roles, wondering if the position is right for you and if you and your experience are suitable for the role. Many people won't apply for roles unless they feel that they tick every single box. At eFlex, we look for many different skills and abilities, and we're always looking for how new team members can add to eFlex and our culture. So if you don't think you quite meet all of the skills listed, we'd still love to hear from you!
What you'll be doing:
Support our US client by helping them answer customer support tickets via email and chat.
Answer customers’ questions, solve problems and get people happily on their way.
Conduct on-going meetings via video conference with our US client to communicate best practices, share updates, ask questions and strengthen our relationship with the client.
Work U.S. business hours and in-office.
Customer service– since chat agents work directly with customers to solve end-user issues and answer questions, it’s essential that they have strong customer service skills. Previous experience with CSR can be a huge advantage, but your skills matter most.
Computer literacy– by nature, email agents perform their day-to-day tasks on a computer. They must be able to easily operate a computer, especially in terms of checking and responding to emails as well as utilizing live email services and software
Problem-solving skills– the ability to solve problems is just as integral to an email agent’s work as solid communication skills. When presented with a problem, email agents must be able to find a solution calmly and efficiently, even if the customer is impatient or disgruntled
Organization skills– email agents are responsible for recording and documenting each question or problem as well as each respective answer or solution. Because of this, email agents should have strong organizational skills and be able to effectively sort large amounts of information. If you are someone who can work independently, we want you on our team.
Good attitude– though it may go without saying, it’s worth noting that the most successful email agents address customers in an upbeat and positive manner. Even when facing complex problems or difficult questions, it’s important that email agents maintain a good attitude
Education - College graduate or at least 5 years relevant work experience
Bonus points for...
Experience in using chat tools such as ZenDesk, LiveChat, SnapEngage, Salesforce Chat, etc.
Experience navigating a CRM such as Salesforce, HubSpot, Zoho, etc.
What you'll enjoy at eFlex
We live our values as playmakers, obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
We offer a Competitive Salary.
Work-from-home setup as we prepare to provide a safe environment for our employees. Our Future of Work plan is to move towards a hybrid work model (in-office & from home).
We offer comprehensive HMO and optical reimbursements.
Recharge and go on your next getaway or simply take time off for yourself through our flexible personal & sick days. We want our team to be happy and healthy :)
We support our employee's career growth and development by offering opportunities for promotion.
eFlexervices is a 20-year-old BPO company providing exceptional quality and unwavering trust. Our partnership approach to the business allows us to match the right talent to every organization we support. We invest in people to optimize performance and maximize efficiency. We work hard to produce the highest possible results for our partners.
Performance is the underlying foundation that drives eFlexervices. We deliver the metrics our partners expect through proper recruitment and heavy investment in the right people.
Deep integration within our partners' organizations drives our team to take ownership of their work. This stakeholder mindset pushes higher performance, better quality, and longer retention.