Customer Success Agent

Descripción de la oferta

Role

The Customer Success Agent (CSA) role is responsible for executing consistent, efficient, and quality interactions with our customer base. The CSA provides support utilizing a variety of channels with an emphasis on outbound calls. The CSA role manages many workstreams and deliverables that directly contribute to the team’s performance and metric objectives. The CSA leverages a strong working knowledge across products, policies, workflows, and platforms to perform with quantifiable goals of consistent quality, production, and efficiency.

Responsibilities

Provides top-quality technical support and customer service to our clients, being able to onboard them step-by-step to start using our products, explain their value compared to others, and even generate upsell opportunities.
Actively and concisely records all information related to our clients during the calls, emails, or chats in the corresponding tickets to highlight relevant information that could impact our operations.
Identifies when an issue needs to be escalated through the proper channels after making attempts to resolve using all the tools available and strong critical thinking.
Performs daily outbound calls in high volumes while meeting our quality standards and deliverables. Minimum of 60 calls and/or 2 hours of talk time during an 8-hour shift. Is relentless in ensuring the customer is contacted using a variety of methods and channels.
Consistently delivers on the key performance indicators (KPI) set up daily, weekly, and monthly for calls, ticketing and audits.
Qualifications

Consistently delivers on the key performance indicators (KPI) set up daily, weekly, and monthly for calls, ticketing and audits.
Demonstrated Customer/Client focus with a bias towards “Win-Win” resolutions.
Able to handle complicated customers, gatekeepers and know when to escalate to a higher tier.
Proven business & conversational oral and written English proficiency - Minimum B2 - C1 Level. You will have an interview to evaluate your skill.
Fast-learning of new platforms, technologies, or assignments.
Proven computer and internet literacy.
Google Sheets competency is a plus.
Organizational & prioritization skills in a fast-paced, customer-centric environment.
Ideal to have experience using multiple apps like Google Workspace, Contact Center Telephony, CRM platforms (Freshdesk, Salesforce, Zoho).
A positive attitude and open-mindedness for continuous feedback and improvement!
Ideal job for people who’s honest, ambitious, and with strong working ethics.
Ideal for people interested in learning about software and new technologies.
Position Type and Expected Hours of Work:

Full time
40 hours/week
Working T-W-T-F from 9 am to 5 pm.
Weekends from 8 am to 12 pm - Non- negotiable.Mondays are free.
Work from home!
Requires to be enrolled in Regimen Simplificado de Confianza (as freelancer)
Tipo de puesto: Tiempo completo

Sueldo: A partir de $20,000.00 al mes

Beneficios:


Aumentos salariales
Días por enfermedad
Horarios flexibles
Opción a contrato indefinido
Trabajo desde casa
Vacaciones adicionales o permisos con goce de sueldo
Pago complementario:


Bono anual
Bono de productividad
Tipo de jornada:


Incluye fines de semana
Turno de 8 horas
Experiencia: Customer Service: 1 año (Deseable)
Idioma: Inglés (Obligatorio)
Lugar de trabajo: Empleo remote - Solo para Mérida, Yucatán.

Requerimientos

• Educación mínima: Educación media superior -Bachillerato General
• 1 año de experiencia
• Edad: entre 25 y 40 años

Palabras clave: demostrador, feriante, viajante, agent, representative, agente, representante

Ayer

Acerca de FOODSPOT

Somos una empresa de software especializada en soluciones en la nube para restaurantes. Somos nuevos en México pero hemos estado en operación en los Estados Unidos de América por 7 años.