Customer Service Agent
Summary
Handles customer service tickets, chats, and calls for an ecommerce company using Zendesk and Microsoft tools, aiming for high CSAT and efficiency.
Responsibilities for the role:
- Handling tickets from start to finish utilizing various tools
- Expediting of other agent tickets and following up when necessary
- Providing excellent, empathetic, and effective customer service
- Can speak up and notify leads of any issues or questions
- Ability to handle upwards of 40+ tickets per day
- CSAT quality of 95% or higher
- Responding to tickets within 4-24 hours for initial and follow up responses
- Handling Chats/Phone Calls
- Good attendance
- Creating SOP's and building efficiencies within work flows
- Possible leading of internal projects
- Possible second shift opportunities
- Possible weekend shift (ie. Wednesday – Sunday)
Requirements for the role:
- Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook
- 2 years+ of customer service experience - ecommerce experience a plus
- Ability to multitask
- A natural ability to de- escalate challenging requests/customers
- Ability to communicate well verbally and written
- Ability to speak and present in larger groups
- Strong attention to detail and organizational skills
- Strong ability to be proactive
Exceptional time management Skills
Remote work arrangement