Triple
Triple is leading the way in remote work solutions, helping small and medium-sized businesses in North America build highly efficient remote teams for Administration, Customer Service, Accounting, Operations, and back-office roles. Our focus has always been on our Clients, People, and Planet, ensuring our operations contribute positively across these key areas. Distinguished by its rigorous standards, Triple excels in :
- Selectively recruiting the top 1% of industry professionals
- Delivering in-depth training to ensure peak performance
- Offering superior account management for seamless operations
Embrace unparalleled professionalism and efficiency with Triple, where we redefine the essence of remote hiring.
Summary
This is a full-time remote role for a Senior Customer Support. The Representative will be responsible for providing excellent customer service to customers through calls, handling inquiries, resolving issues, and ensuring customer satisfaction. The Representative will also be accountable for maintaining accurate customer records in the CRM system, achieving customer service targets and goals, and communicating customer feedback to the management team.
Responsibilities
Customer Interaction : Communicate with customers via phone, email, and chat, demonstrating empathy, active listening, and professionalism at all times.Issue Resolution : Identify customer concerns and find effective solutions, aiming for first-contact resolution whenever possible, while adhering to company policies and guidelines.Product Knowledge : Maintain a deep understanding of the products or services to answer customer queries and provide appropriate recommendations accurately.Documentation : Accurately record customer interactions, transactions, and issues in the CRM system, ensuring a comprehensive record of customer interactions.Problem-Solving : Analyze complex situations, think critically, and take proactive steps to resolve issues, collaborating with other departments when necessary.Compliance : Adhere to company policies, industry regulations, and ethical standards, ensuring customer data privacy and security.Continuous Improvement : Participate in ongoing training and development programs to enhance your skills and knowledge, contributing to improving customer service processes.Feedback Handling : Gather customer feedback and report recurring issues or suggestions to the appropriate teams for process improvement.Team Collaboration : Collaborate with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment.Qualifications
Customer Support, Customer Satisfaction, and Customer Experience skillsExcellent problem-solving and analytical skillsAbility to multitask and prioritize workload in a fast-paced environmentExperience with CRM systems and contact center technologiesExcellent verbal and written communication skillsAbility to work independently and remotelyA bachelor's degree or higher in a related field is preferredExperience in a customer service or contact center environment is preferredSchedule (US Shifts Only)
Eastern Time - 6 : 30 p.m. - 3 : 30 a.m. IST, Rotational Shifts
Pacific Time - 9 : 30 p.m. - 6 : 30 a.m. IST, Rotational Shifts
Logistical Requirements
Quiet and brightly illuminated work environment
Laptop with a Minimum of 8GB RAM, an i5 8th gen processor
720P Webcam and Headset
A reliable ISP with a minimum speed of 100 Mbps
Smartphone
