Description
We at TaskUs understand that achieving growth for our partners requires a culture of constant motion; exploring new technologies, being ready to handle any challenge in a moment’s notice, mastering consistency in an ever-changing world – that’s what it takes to get there.
As a Teammate, you will provide the best customer experience to your clients. You will receive inbound and/or place outbound calls, provide accurate and timely responses for inquiries coming through email and live chat support channels, filter content from the client's website, perform data and research functions, provide support through known basic troubleshooting techniques, manage and resolve customer complaints, identify and escalate priority issues, route calls to the appropriate resource, and document all information on customer interaction according to standard operating procedures.
You must always strive for Good Customer Satisfaction and Experience and ensure that all calls are handled professionally based on the Quality Guidelines set by the Client. You will meet and exceed client mandated KPI's (Key Performance Indicators). You must also ensure consistent performance based on a continuous improvement model.
Responsibilities include:
- Providing world-class service to clients in an accurate, efficient and respectful manner
- Handling inbound and outbound calls, emails, and live chat support
- Filtering content from client websites
- Performing data and research functions
- Providing basic troubleshooting techniques
- Managing and resolving customer complaints
- Identifying and escalating priority issues
- Documenting customer interactions
- Meeting and exceeding client KPIs
- Participating in internal and external mandated trainings and/or seminars
- Maintaining knowledge of functional area and company policies and procedures
- Providing feedback to management concerning possible problems or areas of improvement
Requirements:
- Willing to work on cyclical schedules
- Experience in phone, email, and live chat support
- Experience in Customer Service, Sales, Billing, Collections, and Technical Support
- Strong verbal and written communication and comprehension skills
- Computer literacy and proficiency in Windows OS, Apple OS X, Microsoft Office, and Google applications
- Typing speed of at least 30 WPM for voice and 35 WPM for Non-Voice campaigns
- Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
- Resourceful, able to multitask, and high attention to details
- Self-motivated and able to work independently as well as contribute to cross-functional and global teams
- Flexible and able to quickly adjust to frequent process and information changes
- Ability to work under pressure