• Ensure that superior customer service is delivered at all times to all customers.
• Set up and maintain customers in the CRM systems (Salesforce, Admin. etc)
• Collaborate closely with team members to support renewals and expansion opportunities
• Collaborate with the engineering and development team to troubleshoot technical issues raised by customers (Jira)
• Take care of accounts receivable, collections and banking responsibilities in cooperation with the finance department
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow customer base
• Support fraud protection with new customer introduction calls
• Document and create a record for the CRM of all customer and client interactions in a complete and accurate manner
• Uses documented policies, procedures and guidelines for carrying out the duties of the position
• Trouble shoots produce failures and escalates
• Escalates issues through processes that are established by the Call Center Supervisor

Skills: Customer Service Excellence, CRM Management, Team Collaboration, Technical Issue Troubleshooting, Financial Management, Customer Insight Provision, Fraud Detection, Documentation and Record Keeping

• Develop and track sales performance and customer service outcomes
• Produce response scripts and workshops for fellow customer service representatives with a view to achieving retention and customer satisfaction objectives
• Educate, coach, and own the relationship with a team of external representatives with a view to maximizing customer satisfaction and sales retention objectives
• Foster representatives' knowledge development through daily and monthly sales and customer service targets
• Manage and coach representatives' performance by observing, listening and providing on-site follow-up
• Help guide fellow representatives to resolve complex problems with customers
• Act as spokesperson for customer expectations within the program's Product Management team, and within the greater context of the program
• Identify opportunities to improve work procedures in order to optimize customer retention and satisfaction, and participate in the implementation and management of programs necessary for the achievement of department objectives.
• Work closely with team members to ensure quality assurance by tracking results and customer
• Utilize internal CRM to set RAP service appointments
• Answers inbound calls from customers

Skills: Sales Performance Tracking, Script and Workshop Development, Team Coaching and Management, Problem Resolution Guidance, Stakeholder Communication, Process Improvement Identification, Quality Assurance Coordination, CRM Utilization

• Act as the primary point of contact for clients post-sale and provide support through Intercom, email, and call-back requests
• Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback and improvements
• Coach clients on how to best utilize Optix and it's features
• Support with client adoption of new features and functionality
• Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
• Manage the Optix Help Centre and ensure it stays up to date and informative
• Contribute to strategic initiatives that support the growth of the company through exceptional client experiences
• Using a ticketing system will respond to customers in an efficient and timely manner
• Deliver brilliant service whilst exceeding operational targets to drive customer satisfaction
• Investigate and resolve customer and chauffeur issues quickly and efficiently
• Contribute and share ideas to improve the quality & speed of Wheely's customer support

Skills: Client Relationship Management, Issue Resolution, Product Coaching, Feature Adoption Support, Customer Advocacy, Knowledge Management, Strategic Initiative Contribution, Efficient Ticketing Response

• Communicate with customer via slack, email, zendesk and phone.
• Respond to internal and external queries.
• Capture and triage issues.
• Develop a knowledge base of solutions.
• Build and maintain strong customer relationships.
• Work with clients to accelerate time to value realisation.
• Understand client business environment and objectives and solve technical and operational system issues.
• Works with product and tech team to co-ordinate issues and communicate resolution back to clients.
• Test product updates prior to release.
• Collaborate with the sales team to ensure the highest level of service possible.
• Generate content for customer use including: Quick Reference Guides and Self Help Videos.

Skills: Multichannel Communication, Issue Triage, Knowledge Base Development, Relationship Management, Client Needs Analysis, Cross-Departmental Coordination, Product Testing, Content Creation

• Enter sales orders generated from customers via fax, phone, and emails
• Answer phone calls, identifying product needs and offering product solutions
• Provide quotations over the phone and formal quotations through email
• Follow up with vendors and provide customers accurate delivery dates
• Research products and solutions as required by customers
• Resolve issues related to orders in accordance with company policies and procedures
• Support counter sales and outside sales activities
• Take ownership of customer’s questions and problems by utilizing tools, processes and other resources to deliver an exceptional experience.
• Advisor helping to make sure get the most out of products and services.
• Understand, prioritise and escalate customers and chauffeurs feedback to senior management
• Use client feedback to help Product and Engineering teams deliver additional value for clients.

Skills: Order Processing, Customer Communication, Quotation Preparation, Vendor Coordination, Product Research, Issue Resolution, Sales Support, Feedback Management

• Provide personalized support that aligns with company brand and voice.
• Answer questions from customers market, mainly through email and social media, but also using other channels
• Administrative tasks such as refunds and customer service related
• Respond to app reviews and moderate book reviews.
• Coordinate refunds and engage in other administrative tasks 
• Identify trends and areas for improvement, so can continually serve customers better, and feed them to the local team.
• Bug reports issues and feeds bugs or issues to Global support.
• Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers
• Work on special short-term projects to offer customized support for new products or products at end-of-life
• Monitor the customer satisfaction levels and develop methods for increasing them
• Assist in creating ways for delivering excellent customer service to irate or problematic customer

Skills: Personalized Customer Support, Multichannel Communication, Administrative Management, Review Moderation, Trend Analysis, Cross-Team Collaboration, Project Management, Customer Satisfaction Enhancement

• Consult with customers and provide guidance and education on email authentication, reducing abuse complaints, send strategy and email best practices
• Provide clients with authentication and IP assignment guidance with input and approval from Deliverability Services Leadership
• Develop IP ramp-up plans and execution strategy for clients
• Monitor, investigate, and promptly resolve deliverability issues, such as blacklisting and queue backups
• Identify key customer trouble spots and recommend content and product improvements to reduce the number of repeated support requests
• Review new account sign-ups to ensure email-sender quality and to avoid potential compliance issues
• Provide premium client experience to clients through any issues they’re facing, either via phone, email, or chat.
• Resolve any questions, comments, and issues from clients – keeping client satisfaction top of mind.
• Updating and maintaining the company database by inputting information from each call and keeping every customer field current.
• Understand how to accurately find and examine the information from policyholders and agents so that can troubleshoot general questions and policy complexities.
• Proactively communicate with agents and policyholders to confirm or obtain data needed for servicing homeowners’ policies.
• Contribute and share ideas to improve the quality & speed of customer support

Skills: Email Deliverability Consulting, IP Management, Strategic Planning, Issue Resolution, Customer Insight Analysis, Compliance Monitoring, Premium Customer Support, Data Management

• Answering a high volume of incoming calls (sometimes up to 75 calls a day) and resolving tickets that are received from policyholders and agents.
• Comfortable working in a production-based environment with weekly goals & individual metrics to meet.
• Demonstrate an ability to effectively engage and interact with customers by email or chat.
• Understand the customer's query and identify the customer's needs and give the best resolution to the customer.
• Follow predefined support procedures and create new policies as per requirement.
• Proactively identify any scope of optimization and development of a process 
• Increase efficiency, resolution & conversion rate, and improve customer satisfaction.
• Coordinate with cross-functional teams to resolve any issues.
• Maintain customer records by updating account information in the internal database.
• Ensure excellent customer satisfaction and customer service skills.
• Always provide an engaging and positive customer experience

Skills: High-Volume Call Handling, Performance Metrics, Multichannel Communication, Customer Needs Analysis, Process Optimization, Cross-Functional Coordination, Database Management, Customer Satisfaction Enhancement

• Receives and responds to inbound phone calls of customer inquiries professionally and timely. 
• Logs/records customer inquiries or concerns for proper monitoring.
• Resolves issues about products and services and escalates concerns to the supervisor when necessary.
• Generates customer interest in the company’s products or services.
• Documents and reports customer feedback to improve the customer experience.
• Manages and updates customer databases with notes for each customer.
• Conducts research to deliver accurate and timely information.
• Maintains a deep understanding of the product and speak with customers about the most relevant features/functionality for specific needs
• Creating simple onboarding plans and making sure clients follow through with homework
• Work closely with team members on the identification and tracking of product improvement requests and bugs
• Understand, prioritise and escalate customers and chauffeurs feedback to senior management

Skills: Customer Service, Data Management, Issue Resolution, Product Knowledge, Feedback Documentation, Research Proficiency, Client Onboarding, Team Collaboration

• Makes clients and needs a primary focus of one’s actions
• Interacts with others using appropriate interpersonal styles and methods
• Developing and sustaining productive client relationships
• Maintains stable performance under pressure or opposition
• Identifies and understands issues, problems, and opportunities
• Sets high standards of performance for self
• Great attitude and eagerness to learn and grow
• Creates strong client relationships through regular contact and check-ins
• Using a ticketing system, respond to customers in an efficient and timely manner
• Deliver brilliant service whilst exceeding operational targets to drive customer satisfaction
• Investigate and resolve customer and chauffeur issues quickly and efficiently

Skills: Client Focus, Interpersonal Communication, Relationship Management, Stress Tolerance, Problem Solving, Performance Standards, Ticketing System Proficiency, Issue Resolution

• Have access to high-speed internet connection to accommodate working remotely
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as document for further escalation
• Experience using a computer and comfortable learning new software applications
• Advanced knowledge of customer service principles and practices
• Experience working in phone-based customer support role
• Basic knowledge of various mobile platforms (e.g. iOS, Android)
• Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)
• Experience with vehicle telematics
• Experience with Zendesk, Jira, Confluence, Quip, and similar tools
• Knowledge of Google Docs, Sheets, Slides, Meet, Zoom, and Gmail

Qualifications: BA in Communications with 3 years of Experience

• Experience Dental Industry
• Experience SaaS Customer Support
• Experience with Zendesk or similar
• Detail-oriented, good time management, excellent documentation skills
• Able to work effectively at home (quiet/dedicated place at home to take calls)
• Experience working as EMR/EHR Trainer
• Experience working with Software Support
• Experience working in Dental Clinic Operations
• Startup experience
• Fluent or advanced English (C1), both oral and written

Qualifications: BA in Business Administration with 2 years of Experience

• Excellent verbal and written communication skills
• Consistent effort and energy
• High School diploma or equivalent 
• Experience with escalated phone contacts 
• Ability to work a flexible schedule including weekends 
• Be service-minded and understand the value of great customer care
• Be a creative problem solver and likes to be proactive
• Be a smartphone user and tech-savvy
• Fluent in Spanish and English, both spoken and written
• Experience in Zendesk 

Qualifications: BA in Psychology with 4 years of Experience

• Experience as a technical support representative or demonstrated equivalent.
• Ability to demonstrate customer service skills to be able to solve customer service issues, both technical and account level.
• Ability to navigate and troubleshoot ticketing systems, bug submission, and other support systems procedures.
• Expert understanding of desktop operating systems including Windows and Apple OS.
• Communication skills: Japanese (native level) and English (business level)
• Experience using Salesforce.com
• Experience developing requirements for customer support.
• Capacity to review policy process via computer-based database as necessary to provide answers or solutions to customers
• Aptitude to quickly learn and navigate new software applications
• Demonstrated attention to detail

Qualifications: BA in Information Technology with 1 year of Experience

• Familiarity with the following technologies: Office 365, CRM (Hubspot, Salesforce), and Microsoft Teams or Slack
• Knowledge of Email or Digital Marketing 
• Ability to multi-task, prioritize time, and deliver under pressure
• Strong communication skills with the ability to effectively communicate with both technical and business users
• Service-oriented with a natural empathy for customers
• Flexible with the ability to adapt to an ever-changing environment
• Self-starter with a strong desire to develop new skills and take on additional responsibilities
• SAAS support experience 
• Experience troubleshooting technical issues 
• Excellent problem solving and conflict management skills

Qualifications: BA in Marketing with 5 years of Experience

• Experience writing instructional content, creating and maintaining knowledge-base or educational resources on several different platforms
• Have had team subject matter expert or team management experience
• Technical Support and IT background
• Worked cross-functionally with multiple teams to identify and resolve issues, as well as areas for improvement. 
• Ability to identify pain points and propose solutions.
• Flexibility to work when needed, even nights and weekends
• Teaching and training experience 
• Call center experience and customer service experience
• Logical problem-solving skills
• Superior communication skills
• Fluency in English

Qualifications: BA in Communications with 5 years of Experience

• Strong interpersonal and communication skills, analytical skills
• Comfortable working directly with customers and potential customers
• Some knowledge Microsoft Office 
• Ability to work effectively independently and in a team
• High-level English (speaking, reading, writing)
• Extremely technical and inquisitive about apps, smartphones & gadgets
• Attentive to the smallest details
• Ability to work independently and make sound business decisions on a case-by-case basis
• Experience working with payment processing companies 
• Flawless, native Russian (speaking, reading, writing)

Qualifications: BA in Business Administration with 1 year of Experience

• Proven experience in supporting client success
• Ability to handle multiple support tickets at once
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above and beyond service
• Ability to learn technical concepts quickly
• Excellent written and verbal communication skills
• Excellent time-management, prioritization, and critical thinking skills
• French or Italian advanced
• A European language (preferably French/German) 
• Multi-tasking capabilities, flexible work schedule
• Comfortable with frequent change

Qualifications: BA in Psychology with 3 years of Experience

• IT Help Desk or PC setup experience
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily activities with a customer-centric presence
• Effective verbal and written communications skills to consult with management, business partners and vendors 
• Documentation and quality assurance processes experience
• PC configuration and installation knowledge
• Successful customer service experience in a call-center setting
• Be able to detect recurring issues & report them to the Customer Success manager
• Basic computer skills (Microsoft Office Suite) and general knowledge of Order entry.
• Close attention to detail and accuracy are necessary to completing many tasks.
• Able to effectively handle problem analysis and making good decisions to solve them in a timely manner.

Qualifications: BA in Information Technology with 4 years of Experience

• The fluent Turkish language is a must and intermediate English speaker
• Experience in customer service, preferably in finance or E-commerce industry will be considered 
• High level of honesty and integrity
• A sense of responsibility and team work spirit.
• Ability to work under pressure, strong communication skills and exceed beyond expectation.
• Process-oriented with high attention to detail
• Basic knowledge of computer - MS Windows & MS Office
• Excellent written and verbal communication skills
• Problem solving and analytical skills
• Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department.
• An ace of multi-task, being able to accompany Clients via multiple channels: Email, chat, phone, Zoom call, etc.

Qualifications: BA in Marketing with 5 years of Experience