We believe great customer support starts with the quality of people you have in a team, but quality customer support people can be hard to find if you’re limiting your search to a commutable distance to your office. With continual improvements in technology, you can now access the best in customer support talent whichever country or city they live in.We have over 20 years experience in support and customer service delivery having run both traditional on-shore, off-shore and 100% remote customer support across a variety of technology and customer service functions.As cloud technology continues to evolve, the talent market is also more readily available, just not always in a commutable distance from your office. Tech-startups often form in high-cost of living locations which makes the support function expensive to resource, yet great talent exists around the world. Being 100% remote not only keeps the cost base low by not requiring expensive buildings or infrastructure, but we offer great calibre talent from around the world the opportunity to earn well whilst also working from home, spending less time commuting and working around other family commitments. A happier workforce delivers a better customer experience. Sirius is not a regular outsourcer, we’re your partner in enabling a wholly remote workforce as part, or all of your support needs.

Job description

Customer Service Executive

As a Customer Service Executive, you will play a crucial role in providing exceptional customer service to our client's valued customers. You will be responsible for managing incoming inquiries, resolving issues, and ensuring customer satisfaction across multiple channels, including email, chat, and phone. Your dedication to providing excellent service will be instrumental in maintaining a strong reputation and fostering long-lasting relationships with our client's customers. The goal is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

Inbound technical support voice calls from customers
Efficiently manage a high volume of incoming inquiries through various channels
Proactively identify and address customer needs to achieve satisfaction
Effectively escalate issues to the appropriate internal teams and track case resolution
Utilize our internal tools to maintain accurate and efficient case tracking
Provide accurate and complete information to customers using appropriate methods
Responsively handle customer complaints, providing timely solutions and alternatives
Diligently follow-up to ensure customer satisfaction and resolution
Adhere to established communication procedures, guidelines, and policies
Demonstrate exceptional communication and presentation skills
Building relationships with customers through open and interactive communication
Cultivation of sustainable trust and rapport through customer interactions

Requirements:

Have prior experience in a Customer or Technical Support position, in a high volume, high quality environment
Think fast on your feet
Be agile in approach
Be concise and precise
Type quickly and well
Have a go-getter attitude and proactive approach
Be willing to work on rotating shifts where needed
Intermediate to advanced skills in MS Excel and Sheets.

Required profile