To be successful in this role, you’ll need the following qualities:

● Genuine desire to deliver the highest possible level of service to our customers.

● Ability to work with a team on shifting schedules to provide 24/7 service to customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs.

● Ability to handle escalations via chat, email, voice, and other support channels.

● Flexibility to thrive in a hybrid work environment.

● Willingness to undergo training to cater to different customer groups.

● Excellent written and spoken English — you need to be able to talk to Executive and C-level customers.

● Grit, perseverance, and resilience in handling sticky situations and customer interactions.

● A self-starter personality — you can work with minimal supervision and take initiative when needed.

● Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively.

● Very comfortable with technology and digitally savvy

● Sound judgment and having the autonomy to make decisions while knowing when to consult with leaders or experts.

What you’ll do

They need you to help us develop and deliver a world-class customer support experience:

● Connect with their customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.

● Turn around sticky situations into favorable resolutions that encourage other customers to continually partner with them for their delivery needs.

● Develop a thorough understanding of our client’s delivery services in the context of various geographical regions where they operate.

● Be the first point of escalations via chat, email, voice, and other support channels.

● Share feedback and suggestions to enhance processes and documentation to support their customers effectively.

● Assist teammates through collaborative peer-to-peer learning sessions.

● Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support their customers better.

What matters to us

Our client believes that their culture is one of their most important assets. They have 5 key values that they look for in every member of their team.

● Humble - They put others first. They embrace and seek feedback from others.

● Honest - They speak gently but frankly. They take ownership of their mistakes and speak the truth.

● Happy - They enjoy the journey. They are optimistic and find opportunities in all things.

● Hungry - They aspire to make a difference. They aim high, step out of their comfort zones, and tackle the hard problems.

● High-Performing - They relentlessly deliver. They know the goal and work fearlessly towards it.