Description:
E-Strats is looking to add a talented individual to our team as a Call Center Executive. The person will support our customers in North America with any issues, concerns, and questions they may have regarding our products via phone, email, and chat. The ideal candidate should possess excellent English verbal and written communication skills to fulfill Tier 1 Support duties.
The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.
Responsibilities
- Act as the first line of communication with clients in North America, thus focusing intently on customer satisfaction and relationship management.
- Answer inbound calls, listen and resolve customers' concerns and questions, and then respond accordingly.
- Provide proactive customer follow-up and issue management, including coordination of customer calls.
- Write professional responses to agent emails using proper grammar, spelling, and punctuation. Use prewritten templates, when appropriate.
- Responsible for placing outbound calls to customers to walk them through our products, including answering tier 1 and some tier 2 technical support questions.
- Access technical issues and identify solutions.
- Interact regularly with Development, Customer Success, and Implementation groups.
- Ensure ongoing customer satisfaction through timely response and resolution.
- Complete training sessions, videos, knowledge base, to stay up-to-date on the latest technologies and methods.
Required Skills
- Bachelor’s Degree with 4 years of Contact Center experience as Team Lead or Assistant Manager
- Experience in managing inbound calls (North American region).
- Excellent verbal and written English communication skills with USA Accent.
- Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing, and spreadsheet software (e.g. Word, Excel).
- An aptitude for caring for Customers and must have the analytical ability to resolve customer issues