Customer Support Representative - Escrow Voice Support
Freelancer.com, Argentina

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.

Voice Support agents are responsible for providing the highest level of service to customers at all times.

As a Voice 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 through various channels, mainly via phone calls.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Provide accurate information to customers’ queries
• Identify and flag potential fraud issues
• Promotes features and benefits of using Escrow.com by doing soft upselling.
• Incorporates changes in work practices in response to changes requested by management
• Adheres to Escrow policies and procedures
• Actively contribute to team meetings, calibrations, training sessions and other related activities
• Recommends potential products or services improvement to Management by collecting customer information and analyzing customer needs.
• Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting and post mortem analyses etc

• Manage the Escrow inbound call queue according to schedule and ensure that it is properly manned at all times.
• Assist in ensuring that the CX Outreach escalation queue is cleared by the end of the shift
• Handle the Voice Outreach Outbound call escalation queue and make sure this 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
• Help improve Escrow online reputation by providing exceptional customer experience via chat and giving out SJ and TP links to happy customers.
• Meets expectations on CX Metrics and KPIs
• 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 when required
• Need an active VISA for foreign applicants

We would love if you:

• 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

• Ability to take ownership and fast track your career growth.
• You will be working on an Alexa top ranked website, solving complex, internet scale and global challenges in systems engineering with over 60 million customers across 247 countries, regions amp; territories.
• Weekly Town Halls with the all important Qamp;A session with the CEO (you really can ask him anything)!
• Regular social and team building events (think laser tag, escape rooms, karaoke, trivia nights, poker nights, and more)
• Quarterly hacka

Job Rewards and Benefits