Job Highlights:
- Contract type: Independent Contractor
- Schedule: To be discussed by the client/EST, 37.5 hours per week
Client Timezone: New York, USA
Job Role Overview
We are seeking an experienced Customer Support Representative to join our team and handle their customer calls. The successful candidate will be responsible for the following responsibilities:
Responsibilities
- Act as the remote doorman for buildings to log package deliveries, let the courier into the building remotely and make sure they place the packages in the designated area.
- Interact with vendors and visitors, providing top-notch customer service, while moving through each call quickly.
- Engage with customers to learn about and address their needs, complaints, or other issues with products or services.
- Confirm or clarify information and diffuse angry clients, as needed.
- Document all call information according to standard operating procedures.
- Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment
Requirements
- A minimum of 2 years of working experience in Customer Service/Call Center Environment (preferably in a BP0), handling high-profile voice accounts.
- Comfortable handling a high volume of inbound calls and has obtained a position in the last 2 years that required a minimum of 100 inbound calls per day.
- Comfortable with being stationary for long periods of time.
- At least 2 years of experience working on a night/graveyard shift for a US-based client.
- At least 2 years of experience working remotely/independently for a BPO company.
- Coachable and can follow standard operating procedures consistently.
- Able to work independently with minimal supervision.
- Excellent communication skills (both written and oral).
- Must have their own personal setup or a quiet and private space to work from
consistently. - Coachable, Assertive, Punctual, Energetic.
- Good soft skills and can handle customer complaints quickly, appropriately, and
professionally. - Strong multi-tasking and time management skills
Technical Requirements (Laptop/Desktop):
- 100mbps DSL with Fiber Internet Connect is REQUIRED. (Signal-based or Wireless connection is not allowed).
- Owns a Windows desktop/laptop with at least 8GB RAM and 60 GB free hard disk space.
- Intel Core i3 (6th-12th gen), i5, i7, or AMD equivalent.
- Must use a wired standard call center headset. (No wireless and Bluetooth headsets are allowed).
- Must be able to pass the Internet and Twilio speed test.
- Must have a stable and reliable backup internet connection.