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Customer Service Representative

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Philippines

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

Booth & Partners logo
Booth & Partners Large http://www.boothandpartners.com
1001 - 5000 Employees
About Booth & Partners
We impact global start-ups and organizations to ignite their sense of mission and purpose while impacting the lives of underserved communities around the world. Our co-evolving partners seek to disrupt their industry and serve as a vehicle for change. We provide outsourcing services in the form of Talent Solutions, Managed Solutions, and Workspace Solutions helping our partners drive towards ever-greater purpose and meaning. Our values are what ultimately drive Booth and Partners. We do our best to make sure that our shared values are deeply ingrained in how we work. We understand how values are inextricably connected to all areas of our business, and we focus on ways to be intentional. These values manifest not only in how we relate to each other but how we thrive and exist in the world.
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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
● Assist with the compilation of updated content (i.e. step-by-step screenshots of new features)


Requirements
● 2 years exposure in customer support experience or as a client service representative
● Track record of over-achieving KPIs
● Good customer orientation and ability to adapt/respond to different types of characters
● Adept in using any CRM or software for database management
● With basic knowledge of MS Excel, Google Drive, etc.
● Sound decision making and organizational skills
● Exceptional English communications, both written and verbal
● Must be willing to work in Mondays to Fridays, 8AM-5PM Pacific time work schedule

Advantageous/Preferably:
  • Experience working with apps or financial platforms
  • Experience working with partner platforms or outside organizations
  • Experience using Zendesk
  • Experience responding to customers via chat support

Benefits

WHAT WE OFFER:

 

✔ Great Place to Work-Certified Company

✔ Premium HMO

✔ Holistic employee experience

✔ Work-from-home and hybrid work setup

✔ Rewards and incentives

✔ Monthly engagement activities

✔ Career advancement opportunities

✔ Paid referral program



Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Relationship Management (CRM) SoftwareGoogle DriveCustomer Experience Strategy (CX)KPI ReportingHuman CommunicationZendeskHelp Desk Support

Other Skills

  • Customer Service
  • Problem Solving
  • Troubleshooting (Problem Solving)
  • Decision Making
  • Microsoft Excel
  • Organizational Skills
  • Empathy
  • Communication
Are you interested?

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