customer service l2 agent

Overview

Who you'll be working for

What requirements you'll need to be eligible

• Diploma or equivalent; additional certifications in customer service or related fields are a plus.
• 1+ years of experience in customer service, preferably in a contact center environment.
• Strong communication skills, with the ability to communicate effectively via phone, email, and chat.
• Demonstrated strong customer service skills with a proven track record of effectively resolving customer issues promptly and to their satisfaction.
• Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
• Fluent in English is a must
• Ability to work independently and as part of a team.
• Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
• Availability to work flexible hours, including evenings and weekends, as required.

What you'll be doing on the job

• Respond promptly and professionally to customer inquiries and complaints through phone, email, and chat, ensuring all issues are resolved in a timely and satisfactory manner.
• Provide clear and accurate information regarding products, services, policies, and procedures to enhance customer experience.
• Identify and escalate complex customer issues to the appropriate teams, ensuring effective follow-up to guarantee resolution and customer satisfaction.
• Monitor and analyze trends and patterns in customer inquiries and complaints, offering valuable feedback to cross-functional teams to drive improvements in products, services, and processes.
• Meet or exceed established performance metrics, including customer satisfaction scores, first contact resolution rates, and response times.
• Maintain accurate and complete customer records and logs.
• Stay informed with product and service knowledge, and participate in training and development activities as required.
• Handle other tasks and responsibilities as assigned by the supervisor to support team objectives and enhance overall service quality.

Consultant Contact