Wiraa ยท 23 hours ago
Customer Support Specialist
United States
Full-time
Remote
Mid Level
4+ years exp
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Responsibilities
Takes ownership of customer support calls and emails by analyzing, researching, and communicating internally and externally through the successful resolution of issues.
Supports billing inquiries, disputes and credits, centralized disconnects, and collection activity expediently and professionally.
Guides customers through billing statements, enters orders for billing changes and adjusts billing to fulfill customer requests, correct identified billing errors, and resolve customer complaints.
Effectively de-escalates customer conversations, identifies customer needs, and achieves positive resolution while also setting proper follow up and billing expectations.
Utilizes designated systems and available resources for efficient call handling to meet and exceed established productivity standards.
Utilizes strong relationship building, customer service, and critical thinking skills to deliver positive customer experiences that meet and exceed established quality standards.
Works both independently and as part of the team while embracing company initiatives and direction provided to ensure consistency, efficiency, and best customer experience.
Participates in regular training sessions to stay up-to-date on best customer service practices, current and new products, selling techniques, and the ability to articulate local and competitive advantage.
Communicates independently, effectively, clearly, and professionally with customers, employees, supervisors, and managers to establish and maintain considerate and cooperative relationships.
Engages with customers to ascertain customer satisfaction, answer questions or concerns, and proactively seek to maximize customer experience.
Enters all customer-related activity into the CRM daily.
Regular, consistent, and punctual attendance. Must be able to work overtime as necessary.
Performs other related duties as required.
Qualification
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Required
Associates degree or equivalent combination of education and relevant experience.
Minimum of four years of Customer Service experience, ideally with a background in Call Center, Telecommunications, and/or Sales.
Exceptional communication skills, with the ability to engage effectively with customers, colleagues, and management.
Proven track record of delivering outstanding customer service, prioritizing customer satisfaction above all else.
Meticulous attention to detail, ensuring accuracy and precision in all tasks and interactions.
Strong organizational abilities, adept at managing tasks and priorities efficiently.
Demonstrated critical thinking skills, capable of analyzing situations and making well-informed decisions.
Proficiency in computer skills, including the Microsoft Office Suite, CRM systems, and business phone systems.
Ability to thrive in a fast-paced environment, adept at multitasking and managing time effectively.
Comfortable working at a computer workstation for extended periods while utilizing a headset.
Regular, consistent, and punctual attendance. Must be able to work overtime as necessary.
Preferred
Bi-lingual a plus.
Self-motivated and the ability to work independently with little or no supervision in a remote setting.
Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
Have a steady work surface.
Have a comfortable chair.
Adequate lighting.
Working smoke and carbon monoxide detectors.
Fast and reliable internet service.
Benefits
Performance-Based Rewards
Comprehensive Health Coverage
Financial Security
Generous Time Off
Investment in Your Future
Safety Nets
Connectivity Benefits
Recognition & Support
Wellness & Protection
Collaborative Environment
Company
Wiraa
Wiraa is a global freelancing platform that connects skilled professionals with businesses seeking top-tier talent.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2023-08-17Seed
Company data provided by crunchbase
