Customer Care Associate (Home-based)
Basis
Homebased, Philippines
4d ago
source : Bossjob

What is Basis?Basis is a brand incubator that curates end to end experiences that customers love.What does a Basis Customer Care Associate really do?

Think of yourself as the backbone of the company, the employee that will provide the best experience to our customers.JOB TYPE : Full-time.

  • HOURS : To be discussed in your interview.LOCATION : Remote, however stable connect must be verified.VOICE AGENT : Highly desirable if you'
  • re comfortable handling phone calls. Please make a note in the application below if you're able to resolve customer inquiries accurately and efficiently over voice chat.

    As an awesome agent, you must provide the following to our customers :

  • World-class service to our customers : You will do this in accurate, efficient, and respectful manner as measured by different performance metrics.
  • Great Customer Satisfaction and Experience : You will ensure that all communications are handled professionally based on quality guidelines.
  • Meet and exceed mandated KPI’s (Key Performance Indicators) : You will ensure consistent performance based on a continuous improvement model.
  • Provide in-depth product support with a focus on delivering an amazing customer experience
  • Respond to customer inquiries via email, chat, text, and sometimes phone
  • Master the product you support, learning all its nuances and keeping up to date with the latest updates and support policies
  • Keep track of common pain points and feature requests that customers express and surface these insights regularly
  • You will also perform other duties as assigned by management.So, do you have what it takes to become part of the team?Requirements : What exactly are we looking for?
  • Well, we need the following :

  • 2+ years Customer Service experience in a quality focused program (if you don’t have this, you may be eligible for a Tier 1 role)
  • Experience on phone, email, live chat, and all social media support channels. Plus, experience in Customer Service, Sales, Billing, Collections, and Technical Support.
  • Excellent verbal, written and comprehension of English
  • Experience using customer support tools (e.g., Gorgias, Zendesk or something similar)
  • Must type at least 50 WPM
  • Strong reading comprehension and problem-solving skills great Support Heroes know how to read between the lines to give customers the help they need
  • Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problem.
  • More web, computer, and smartphone savvy than the average person
  • Desire to stretch yourself and learn new skillsYour performance is measured by looking at :
  • Customer satisfaction ratings
  • Total support tickets resolved, weekly and monthly
  • Your reliability and self-management
  • Your proactive attitude toward ticket handling and suggesting improvements to the customer experience
  • Whether your work reflects Basis’s core values (Outlined in application)Compensation
  • Competitive salary compensation based on experience
  • Permanent and full time contract
  • Bi-weekly Payment in US Dollars
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