What You'll Get To Do:

● Create a wonderful customer experience as you understand that making a customer happy is crucially important to a business's success

● Be creative, friendly, and solution-oriented with customers and colleagues

● Look for ways to constantly improve processes

● Contribute to making the best working environment for yourself and your co-workers by being the best self

● Understand the need to meet expectations, rise above them, and go that extra mile for customers

● Be honest, able to own up to your mistakes, and never break promises

● Provide world-class customer support via chat, email, phone

● Work with the client’s internal teams to provide the best possible resolutions to the customer

● Use the available resources, like Knowledge Base and tools, to search for answers and craft thorough responses to customer queries

A Day in the Life of a CS Agent

● Start your day by logging into your systems and reading over all relevant updates

● Daily huddle, to discuss new updates

● Log into your shift according to your schedule:

○ Phone or Live chat shift

■ Be available for live contacts to come in

■ Help customers by understanding their queries and providing solutions

■ Searching the Knowledgebase and FAQ for relevant information to provide solutions

■ Communicate with Operations or KYC teams through the internal ticketing system, if the case needs their input

■ Escalate tickets to the internal team, if needed

○ Email shift

■ Work through the email queue from the oldest emails to the newest

■ Help customers by understanding their queries and providing solutions

■ Searching the Knowledgebase and FAQ for relevant information to provide solutions

■ Communicate with Operations or KYC teams through the internal ticketing system, if the case needs their input

■ Escalate tickets to the internal team, if needed

● Attend any coaching sessions set up by your Team Lead or QA.

● Attend any improvement training set up by the client

The ideal candidate will have...

● Great level of understanding of English, capable of working with English tooling and

● Knowledge Base

● Ability to multi-task and take responsibility in challenging situations

● Able to adjust to a fast-paced environment / constant changes

● Problem-solving mindset with strong attention to detail

● Ability to take ownership of contact to provide resolution to client

● Ability to provide and receive feedback (it’s a two-way street)

● Has a growth mindset with the desire to learn/keep learning

● Basic Computer skills with a typing speed of 40 WPM, 100% accuracy