Customer Service Agent for The Daily Maverick | Onsite CT
We are seeking a detail-oriented and organized Customer Service Agent to join our team. In this role, you will handle customer inquiries, resolve issues, and ensure a smooth service experience. You’ll use tools like Freshdesk to manage and track support tickets, collaborating with internal teams to provide timely and effective solutions.
If you have strong communication skills, a problem-solving mindset, and a qualification in a relevant field, we encourage you to apply. This is a great opportunity to build your career in a supportive and professional environment.
Minimum Requirements
- Clear, concise, and professional writing
- Proper grammar, spelling, and punctuation
- Ability to convey empathy and professionalism through text
- Confident verbal communication skills
- Reading Comprehension
Duties and Responsibilities
- Serve as the first line of contact with Maverick Insiders, responding to queries quickly and efficiently
- Communicate and engage with users in a way that will retain Insiders and acquire new members
- Investigate and solve member-related issues
- Manage customer queries in Freshdesk and ensure mailbox is cleared each week
- Update member preferences and membership information
- Extract feedback from support queries and shares insights
- Collate and share direct mailer responses
- Regularly update FAQs and other support documentation
- Train other team members on customer service systems
- Manually process payments when needed
- Record and manage offline membership payments, following up with Insiders where needed
- Execute refunds when required
- Work with finance team to ensure that donations are tracked and offline memberships are created where needed
- Update mailing lists for membership campaigns
- Create and manage offline memberships