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Senior Customer Support Representative
Posted: 01/22/2020
Position: Full Time
About This Job:
Our Company is an online and mobile food ordering company located in Illinois, US. We provide an online ordering system and service to restaurants and allow customers to order directly from thousands of restaurants across the country.
 
Customer support team is looking for a Senior Customer Support Representative. The position is home based and will work online with other customer service members. The main purpose of the position is to ensure that assigned tasks will receive the necessary knowledge and skills to deliver quality results in conjunction with company’s Mission, Quality Policy and Objectives.
 
We are looking for a self-motivated individual with strong problem solving skills and the ability to provide fair and accurate analysis of communications between customer support team and customers. This position will interact with all levels from customer support team members, to managers, to executive management. It requires a high level of professionalism and the ability to operate with a high level of discretion and confidentially. 
Roles & Responsibilities:
  • Respond to incoming calls, emails and other messages from customers and giving them timely feed backs
  • Assist the team’s successful completion of daily targets and performance goals
  • Serves as mediator between customers and clients in cases of disputes
  • Resolves 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
Requirements & Qualifications:
 
  • Must have reliable internet connection and have no frequent power outage
  • 3 years Customer support experience
  • Recent experience should be supervisory / quality / training or work force analyst
  • Strong critical thinking skills required
  • Bilingual in Chinese or Spanish is a plus
  • Excellent command of the English language both verbal and written
  • Able to multi-task
 
Please answer the following questions when you apply for this position.
 
Questions:
  1. As a Senior Customer Support agent, you will be tasked to take care of incoming calls and some extra task during off peak hours. How are you going to manage your tasks in a way that you don’t incur missed calls?
  2. As a Senior Agent, how do you continuously improve the quality of your performance despite the challenges of working remotely?
 
Note: Please apply from 10AM to 7PM US CST. Attach your resume including Skype ID upon application. Thank you.
Skills Required:
General Computer Skills
Problem Solving Level 5
Google Docs Level 4
Customer Service
Phone Support Level 5
Order Processing Level 5
Customer Support Level 5
Finance & Management
Management Skills Level 4
Business Management Level 4