Customer Success Representative - Escrow Email and Chat Support
Freelancer.com, Argentina
Job Description
Escrow.com is a FinTech company changing the face of marketplace payments where every employee directly influences, impacts and builds the business. If you are a high achiever with talent who is looking for something more than a boring job in corporate, wants to work with the best and brightest, doesn't need to be hand held and wants to be in at ground zero with a company that has a shot at being one of the biggest sites on the internet then this could be the place for you.
Escrow.com is the recommended transaction settlement service of many of the top names in eCommerce, including Shopify, GoDaddy and AutoTrader. It's also recommended by the US Commercial Service and has been involved in some of the Internet's largest transactions. Our offices are in the San Francisco, Vancouver, Buenos Aires, Manila, London and Sydney.
Escrow Email and Chat Support agents are responsible for providing the highest level of service to customers at all times.
As an Email and Chat Support Agent, you are the face and voice of the company, guiding our users through the experience, ensuring that it is simple, fast and successful.
Duties and Responsibilities
- Provides exceptional customer service at all times via email and chat.
- Provide accurate information on customers’ queries
- Flag transaction and alert payments team
- Identify and flag potential fraud issues
- Handles and investigates customer complaints and recommends solutions. Follows through on mutually agreed remedy
- Promotes features and benefits of using Escrow.com including but not limited to upselling specialized services and creating new transactions.
- Incorporates changes in work practices in response to changes requested by management
- Adheres to Escrow policies and procedures
- Actively contribute to team meetings, calibrations and training sessions
- Offers suggestions for improvement
- Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting and post mortem analyses etc
Customer Success Representative - Escrow Email and Chat Support Company Expectations
- Manage the email and chat queue according to schedule and ensure that it is properly manned at all times.
- Ensure that the email queue is cleared by EOS daily.
- Assist in ensuring that the CX Outreach escalation queue is cleared by the end of the shift
- Deliver excellent customer experience by using a more hands on approach in assisting users and by upselling our available specialized services
- Meets expectations on CX Metrics and KPIs
- Help improve Escrow online reputation by providing exceptional customer experience via email and chat and giving out SJ and TP links to happy customers.
- Have an awesome attitude (proactive, positive and agile)
- Be open minded to the ideas that benefit the greater good.
- Collaborate and actively participate in team activities and projects.
- Take initiatives in solving problems and go beyond what is expected of us.
Requirements
Minimum Qualifications
- Exceptional English communication skills - written and verbal
- Candidates must possess at least a Highschool diploma
- At least 1 year(s) of working experience in the related field is required for this position
- Ability to effectively articulate complex information to a variety of technical and non-technical users
- Self-starter.
- Detail oriented and process driven
- Have strong analytical and problem solving skills
- Has the ability to work in a fast paced dynamic environment
- Possesses excellent personal and customer service abilities
- Must be able to work flexible hours including graveyard shifts, shifting/rotation of schedules, weekends and overtime (if required).
- Need an active VISA for foreign applicants
Preferred:
- Have 1-4 yrs worth of work experience, specializing in Customer Service
- Have sales experience via phone, email and/or chat
- Are fluent in other languages - bonus points for French and/or Chinese
- Have experience with web-based businesses
Benefits
This won’t be a cog-in-the-machine type of job; you will be joining a global technology company that values attitude and capability over experience, so if you are looking to make a difference and be rewarded for your efforts, this is the place for you.
We are striving to build one of the biggest tech companies out there, so help us reach our goals, while enjoying all the perks of working in tech - fun atmosphere, smart people, awesome office, fully-stocked kitchens, social events, hackathons, your choice of platform, and more!