Offer summary

Qualifications:

2 years of customer support experience, Track record of over-achieving KPIs, Basic knowledge of MS Excel and Google Drive, Adept in using CRM software.

Key responsabilities:

Manage 30-40 inbound customer tickets daily

Provide product/services information and resolve issues

Job description

About the Client

Pogo is an app focused on empowering users with their own data. In a world where corporations are often benefiting from users’ data without their knowledge, Pogo helps users take control of their valuable information while earning cash dividends and gaining access to significant savings from bill-pay to loan refinancing.

About the Role

Our ideal candidate is genuinely excited about helping customers. Must be patient, empathetic, and passionately communicative. Be able to put themselves in the customers’ shoes and advocate for them when necessary. Problem-solving should also come naturally. Should be confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The main goal of the CSR is to generally act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer

satisfaction.

Essential job responsibilities:

● Manage ~ 30-40 inbound customer tickets daily

● Create and monitor tickets with 3rd party platforms for external issues affecting customers

● Select and modify appropriate templated responses based on specific circumstances

● Occasionally generate custom responses for unique customer issues

● Escalate tier 3 tickets to manager

● Identify and escalate bugs and trending issues to manager

● Meet/Exceed SLAs based on ticket type

● Identify and flag user feedback within requests

● Recommend additional templated responses to increase efficiency in interactions

● Flag missing help center articles and necessary updates